List of Articles Customer Experience Management

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  1 - Investigating the Influential Factors on Customer Experience Management on Bank Indicators (Case Study of Maskan Bank of Kermanshah City)
  Ebrahim Heshmati Hamidreza Saeednia ali Badie Zadeh
  Nowadays, the term "customer experience" has become one of the commonly used words in business literature, and many companies aim at improving it, gaining competitive advantage over their other competitors. The purpose of this research is to investigate the factors affe More

  Nowadays, the term "customer experience" has become one of the commonly used words in business literature, and many companies aim at improving it, gaining competitive advantage over their other competitors. The purpose of this research is to investigate the factors affecting the management of customer experience in banking services. The research method used in this research is quantitative. The technique used to collect data was fieldwork and tools used for data collection by a researcher-made questionnaire whose validity confirmed by professors and its reliability was obtained using Cranach's alpha of 90%. A sample of customers from Kermanshah Maskan Bank selected and 384 people selected using Cochran's formula for unknown societies. Data analysis done using Spss and Amos software. The results of data analysis indicate that the association of ads with 95% effect on expected factors, brand promises having a 90% effect on expected factors, oral recommendations having an effect of 65% on expected factors, human factors having a 84% effect on perceptual factors, factors The structure has a 68% impact on perceptual factors, physical factors have an impact of 97% on perceptual factors, support has a 42% effect on care factors, problem solving has a 37% effect on care factors, customer care has a 39% impact on care factors, factors Expectancy has a 43% impact on customer experience management, perceptual factors having a 51% impact on management Customer experience and ultimately care factors have a 38% impact on customer experience management. Manuscript profile
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  2 - Presentation of Conceptual Model of Customer Experience Management of Brand Relation Based on Foundation Data Theory
  ۰Keyvan ۰Ghayemalaee Hassan Esmailpour Hamidreza Saeednia Farideh Haghshenas
  Today, the concept of the role of understanding the management of customer experience has become indispensable as a strategic tool in the development of manufacturing and service organizations. Due to its increasing importance, the purpose of the present research is to More

  Today, the concept of the role of understanding the management of customer experience has become indispensable as a strategic tool in the development of manufacturing and service organizations. Due to its increasing importance, the purpose of the present research is to present a conceptual model for customer experience management of brand affiliation based on the data theory of the foundation. The present study was conducted with a qualitative approach and the method of databased theory. In this research, using a theoretical sampling method, 15 experts in the research were interviewed, then the data were analyzed. And 152 initial conceptual statements of open coding, 28 propositions of categories of axial encoding, and 6 main factors of selective coding. According to the results of the research, the main phenomenon of this research is the consideration of the customer experience management process of brand affiliation Taking into account the circumstances of causation (solving customer problems as soon as possible, synchronizing the advertising slogan with performance, brand-customer relationship, customer satisfaction from product performance, satisfaction with additional product attributes), underlying factors (brand confidence, Brand integrity, brand evaluation, appropriate pricing), intermediary factors (hardware security, money back guarantee to the client in case of Tailored customer satisfaction, customer-friendly product design, shopping support center) and through marketing strategies, defining standard performance charts through appropriate pricing strategies, brand loyalty efforts, monitoring customer's new demands, Responsiveness of employees, trying to create a pleasant experience, leads to eight categories of brand trust, brand credibility, re-buying intention, better brand awareness, increased profitability, oral advertising, better perception of brand quality and loyalty to the company. Manuscript profile
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  3 - Measuring the Qualitative Visual Streetscapes Experience of People Using the Customer Experience Management (CEM) Method; Case Study: Karim Khan Zand Street, Shiraz
  Mojtaba Rafieian Fatemeh Shams
  Introduction and Goal of Research: In recent decades, the protection of visual streetscapes has been raised as one of the most important issues in the field of heritage of historic cities. The streetscape of Karim Khan Zand Street, Shiraz is one of the most valuable one More

  Introduction and Goal of Research: In recent decades, the protection of visual streetscapes has been raised as one of the most important issues in the field of heritage of historic cities. The streetscape of Karim Khan Zand Street, Shiraz is one of the most valuable ones for which not only a protection plan has not been prepared but it has been seriously threatened by the continuation of the current trend. On the other hand, from the past to the present, measuring the quality of visual streetscapes by referring to the characteristics has been one of the most important urban design concerns. Therefore, the main purpose of this study is to measure the quality experience of the person presents in the space from the street perspective using the customer experience management method, that according to this method, the person is as a customer who encounters the space as a commodity. Method of Research: In order to achieve the goal of the research, the conversion of quality not into quantity but into more tangible and comprehensible components that can be measured quantitatively or geographically, a mixture of quantitative and qualitative approaches has been used. In order to advance the research, the five experiences of individuals from the study space have been analyzed using the questioning technique of the statistical population of the study population, including space actors, residents and merchants. In the next step, writing interviews, extracting data codes, evaluating the five layers of customer experience, touch points and modeling human activity, and scoring a variety of integrated visual streetscapes analysis experiences based on the Likert scale were performed, respectively. Findings: The results indicate that the first spatial sequence of the street with an average score of 5.4 compared to the second sequence with a score of 5 is in a better condition and the experience of action (with a score of 6.5), sensory experience (with a score of 5.5), emotional experience and communication experience (with a score of 5) and finally thinking experience with a score of 4, have the highest score in this street. Conclusion: According to the statistical population and the inferences of the researchers, the contact points identified in both sequences are in two very effective and relatively effective categories, which include the space related to the gathering of people, memorable functions and the first activities started in Shiraz. With the aim of improving the current state of the street, strategies such as preparing the way for social interactions, creating harmony between the body and the historic space and contemporary changes in it to meet the needs of today's citizens, providing suitable conditions for using space in different times of the day and night for different categories of society and to facilitate movement in the public sphere for all individuals.   Manuscript profile
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  4 - Customer Experience Management: Scientometric Analysis to Record the Past and Illustrate the Future
  pegah Hoodi Tahmours Hasangholi Pouryasouri
  10.30495/jsm.2023.1979015.1763
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  5 - Proposing a Customer Experience Management Model Based on the Grounded Theory Approach in Aviation Industry (Case study: Taban Airline)
  Mohammad Sadeghi Far Azar Kaffashpoor Abdollah Naami
  10.30495/jsm.2022.1945579.1576
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  6 - Investigating the Impact of Word of Mouth Advertising on Customer Experience Management in the Dental Equipment Industry Using Fuzzy Analytic Hierarchy Process
  Shaghayegh Shakiba Tabar Sina Nematizadeh Hamidreza Saeednia
  10.22094/joie.2022.1945838.1916
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  7 - Presenting a Model of Customer Experience Management in Mobile Banking Industry for Commercial Banks Customers in Dubai
  Maryam Abadi Hamidreza Saeednia Abbas Khorshidi
  10.22094/joie.2021.678825
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  8 - The effect of customer experience management on word-of-mouth advertising with the mediating role of customer relationship management in Mashhad bodybuilding clubs
  seyed mohammad hosein hoseini ravesh amir moghaddam
  The purpose of the research was the effect of customer experience management on word-of-mouth advertising with the mediating role of customer relationship management in a selection of bodybuilding clubs in Mashhad and descriptive-correlation research. Using Cochran's fo More

  The purpose of the research was the effect of customer experience management on word-of-mouth advertising with the mediating role of customer relationship management in a selection of bodybuilding clubs in Mashhad and descriptive-correlation research. Using Cochran's formula, 347 male athletes were selected as a statistical sample by simple random method. To collect data, questionnaires of "Customer Relationship Management", "Word of Mouth Advertising" questionnaire of Jang (2007) and 20-item "Customer Experience Management" questionnaire of Schmidt (1999) were used. The amount of Cronbach's alpha coefficients obtained for the variables obtained from the questionnaires and their dimensions is above 0.7. The validity and validity of the questionnaire through (form and content validity) using the opinions of professors, experts and experts. In order to analyze the data, descriptive and inferential statistics were used to check the normality of the data using the Kolmogorov-Smirnov test and to test and check the hypotheses, the method of factor analysis and structural equation modeling was used. obtained. To analyze and apply tests, SPS25, Lisrel and SmartPLS software have been used. Based on the descriptive findings of the research, the average level of customer experience management is 57/ 2, customer relationship management is 2.15 and word-of-mouth advertising is 3.43 out of the maximum possible score of 5. The statistical test of the hypotheses showed that the variables of customer experience management and customer relationship management and their components have a significant effect. Manuscript profile
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  9 - Validation of value creation pattern with customers in the banking industry-Case study: Bank Mellat
  Amir Ali Koushki Fataneh Alizadeh meshgani Nasser Fegh-hi Farahmand
  AbstractThe aim of the current research is to validate a model for using co-creation of value with customers in the banking industry. This study is cross-sectional in terms of research type. The statistical population includes Bank Mellat customers. The sample size was More

  AbstractThe aim of the current research is to validate a model for using co-creation of value with customers in the banking industry. This study is cross-sectional in terms of research type. The statistical population includes Bank Mellat customers. The sample size was estimated to be 384 people and sampling was done by simple random method. Partial least squares technique and PLS software were used to validate the value co-creation model with customers. Finally, value co-creation indicators with customers were prioritized by Swara method. The research data collection tool is a questionnaire, which has been validated with convergent validity, construct validity and divergent validity methods. The reliability of the questionnaire was also evaluated using Cronbach's alpha and composite reliability. The results of the research showed that value co-creation strategy is considered as the underlying factor of the model, which affects organizational knowledge management and human resource management. Knowledge management and human resources also affect customer experience management. In the same way, customer experience management also affects strategic value co-creation and service development skills and ultimately lead to value co-creation with customers. Manuscript profile