Proposing a Customer Experience Management Model Based on the Grounded Theory Approach in Aviation Industry (Case study: Taban Airline)

Subject Areas : Business Strategy

Mohammad Sadeghi Far ¹ , Azar Kaffashpoor ² , Abdollah Naami ³

1 - Department of Business Management, Kish International Branch, Islamic Azad University, Kish Island, Iran
2 - Professor, Department of Management, Faculty of Economics and Administrative Sciences, Ferdowsi University of Mashhad, Mashhad, Iran
3 - Assistant Professor, Department of Business Management, South Tehran Branch, Islamic Azad University, Tehran, Iran

Received: 2022-03-15 Accepted : 2022-06-13 Published : 2022-06-01

Keywords: TABAN Airlines, Grounded Theory Approach, Customer Experience Management,

Abstract :

The aim of present study is to achieve a comprehensive framework in the area of customer experience management in Taban Airline to improve business results. The statistical population was the managers and senior experts of Taban Airline. A sample of 16 people was selected by using a purposeful snowball sampling method and in-depth and a semi-structured interview was performed with them. Data analysis was performed using a 3-step coding method in Nvivo software. Finally, a comprehensive model of customer experience management was presented. A total number of 601 open codes were extracted. After methodological modifications, they turned to 182 open codes or concepts, and in the next step, namely ladder of abstraction, they turned to 38 sub-categories and in the final step, they turned to 14 main categories. Finally present the paradigmatic categories and components form the comprehensive Customer Experience Management (CXM) model.

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