Search results for "touchpoints"
showing 4 items of 4 documents
How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys
2019
This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 …
Loyalty Formation for Different Customer Journey Segments
2019
The proliferation of new touchpoints empowers today's customers to design their own journey from search to purchase. To address this new complexity, we segment customers by their use of specific touchpoints in the customer journey, investigate the association of several covariates with segment membership, consider the rise of mobile devices as potential "game changers" of existing segments, and explore how the relationships among product satisfaction, journey satisfaction, customer inspiration, and customer loyalty differ across segments. Based on anticipated utility theory and using latent class analyses on large-scale data from two samples of 2,443 and 2,649 journeys, we identify five tim…
Antecedents of Market Orientation in The Banking Sector During Its Digital Transformation
2019
Firms are under increasing pressure to remain relevant for their customers and need to rethink how to remain market-oriented in the digital age. This is evident in the banking sector where the traditional banks are gradually being challenged by digital native competitors and growing customer demands. Consequently, this study examines what it takes to be market oriented in the banking sector at the age of increasing digitalization. Specifically, we focus on developing the theory on the antecedents of MO and examine how banks can regain market orientation under changing market conditions. Although Market Orientation (MO) has been a widely studied concept that has been applied in numerous diff…
Dual Perspectives on the Role of Artificially Intelligent Robotic Virtual Agents in the Tourism, Travel and Hospitality Industries
2018
Robotics and artificial intelligence are challenging extant business services and fundamentally impacting business relationships and processes. While studies have elaborately investigated social robotic interactions in medical and health-related domains, studies are limited on artificially intelligent robotic virtual agents (AIRVA) and their impacts on consumer behavior in tourism and hospitality services. Building on the theories of user experience (UX), user interface (UI) and customer experience, this study conceptually examines the dual-value effects of AIRVA to the customer and the firm. It analyzes the customer journey and highlights critical touchpoints AIRVA deepens the customer exp…