Search results for "customer perspective"
showing 3 items of 3 documents
A framework for a network-level performance measurement system in SME networks
2008
The present study aims to present a theoretical framework for a network-level performance measurement system. The suggested framework for the performance measurement system is composed of the factors that enable and cause the productivity and profitability of the network form of organisation. The framework developed in this study can be divided into six subdimensions: (1) network culture, (2) resources and competences, (3) models of action, (4) internal processes, (5) customer perspective and (6) financial indicators of the network. We argue that this framework provides research opportunities to study the performance of the network form of organisation; but even more importantly, it provide…
Customers’ QR Code Usage Barriers in a Brick-and-Mortar Store : A Qualitative Study
2023
The purpose of this study is to explore the factors that hinder customers from utilizing QR codes when they visit brick-and-mortar (B&M) stores. The research was conducted at a Finnish fashion retailer, where three types of QR codes were displayed for customers to use. In order to identify the barriers that customers face, two different sets of data were collected and analyzed: open-ended survey data (n = 101) and interview data (n = 16). The findings showed two main categories of barriers,customer and company related, with seven sub-barriers. The customer-related barriers included lack of interest in QR codes, user-related usage issues, desire for a device-free B&M store, and dislike towar…
Introducing a sensemaking perspective to the service experience
2021
PurposeMost recent service experience research considers customers as sensemakers and sensemaking as a focal process in experience construction. Despite this, the sensemaking theory engendered in organization studies has not been applied in the quest for an in-depth understanding of the service experience. This study introduces a sensemaking perspective to the service experience and develops a conceptualization of how customers construct their experiences cognitively through sensemaking.Design/methodology/approachThe service experience literature is dominated by a focus on firms implementing service experiences for customers. This study, in contrast, investigates service experience and its …