Dòng Nội dung
1
Customer Experience Management An Essential Factor in Building Customer Loyalty / Elena Lundaeva
U.S : CORE, 2018
53 pages. : illustration ; 23 cm.
Ký hiệu phân loại (DDC): 658.812
This thesis is built on the hypothesis that customer experience management is the cornerstone of consumer loyalty. Case studies of Apple and DHL Freight prove the positive correlation between systematic CX improvement and attitudinal as well as behavioural loyalty. Additionally, they show two distinct approaches to CEM – based on external feedback and internal innovation.
 Số bản sách: (0) Tài liệu số: (1)
2
Customer relationship management : concepts and technologies / Francis Buttle, Stan Maklan
London : Routledge, Taylor & Francis Group, 2019
468 pages : illustrations ; 25 cm.
Ký hiệu phân loại (DDC): 658.812
Customer Relationship Management, Fourth Edition, is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice
 Số bản sách: (0) Tài liệu số: (1)
3
Examining consumer experience in using m-banking apps : A study of its antecedents and outcomes / Shadma Shahid, Jamid Ul Islam, Shehla Malik, Uzma Hasan // Journal of Retailing and Consumer Services. - . - . - ISSN: 1873-1384, 2022

Elsevier, 2021
11 pages
Ký hiệu phân loại (DDC): 332
The purpose of this study is to examine the antecedents and outcomes of consumer experience (CX) with mobile banking (m-banking) apps. To understand the linkage of CX with other constructs, data collection was done using a structured questionnaire through an online survey. A sample of 473 respondents were analysed using structural equation modeling by testing the proposed hypotheses in AMOS (Analysis of Moment Structures) version 22.0. The findings revealed that convenience, trust, and social influence play a significant role in enhancing CX with the m-banking app use. Apps attributes was found to be relatively less important and no relationship was found between customer support and CX. Customer loyalty and customer intention to continue using the m-banking apps were observed as significant outcome variables. This study will contribute to the growing literature on CX and will guide managers in recognizing the importance of CX in designing appropriate strategies for the promotion of m-banking and engaging their customers in a developing country context.
Số bản sách: (0) Tài liệu số: (1)