About: Attitudinal analytics is a research topic. Over the lifetime, 373 publications have been published within this topic receiving 19509 citations.
Papers published on a yearly basis
TL;DR: In this article, the authors provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective, and propose a conceptual model, in which they discuss the determinants of customer experience.
TL;DR: In this paper, the authors propose a conceptual framework and develop hypotheses about the effects of the online medium on customer satisfaction and loyalty and on the relationships between satisfaction and loyalties.
29 Aug 1995
TL;DR: In this article, a system for facilitating commercial transactions, between a plurality of customers and at least one supplier of items over a computer driven network capable of providing communications between the supplier and one customer site associated with each customer.
Abstract: A system for facilitating commercial transactions, between a plurality of customers and at least one supplier of items over a computer driven network capable of providing communications between the supplier and at least one customer site associated with each customer. Each site includes an associated display and an input device through which the customer can input information into the system. At least one supplier is presented on the display for selection by the customer using the input device. Similarly items from a supplier can be displayed for the customer to observe. Associated with a supplier of such items is an item database including information on presented items. Pricing subsystem receives information from the item database to determine the cost associated with a presented item. In addition a customer information database stores information relating to the customer. Associated with each customer is a customer monitoring object for each customer. The customer monitoring object is created by referencing information, relating to that customer, which had been stored in the customer information database and when the customer selects a supplier. The customer monitoring object is configured to operate by responding to customer enquiries regarding a presented item by retrieving information relating to the item and presenting the information to the customer; receiving a customer's selection of a presented item; receiving customer communications, indicating a desire to receive the item; and passing a communication to initiate the delivery of the item to the customer.
TL;DR: The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities).
Abstract: Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection Customer experience is the subjective response customers have to direct or indirect contact with a company It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability Customer experience is shaped by customers' expectations, which largely reflect previous experiences Few CEOs would argue against the significance of customer experience or against measuring and analyzing it But many don't appreciate how those activities differ from CRM or just how illuminating the data can be For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities) Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums Companies need to involve every function in the effort, not just a single customer-facing group The authors go on to illustrate how a cross-functional CEM system is created With such a system, companies can discover which customers are prospects for growth and which require immediate intervention
TL;DR: In this paper, the authors developed and empirically tested a model of the relationship between antecedents and outcomes of online customer experience within Internet shopping websites using an international sample, identifying and providing operational measures of these variables plus the cognitive and affective components of OCE.
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