The Customer Experience: A Road Map for Improvement
The Customer Experience: A Road Map for Improvement
复制标题
客户体验：改进路线图
DOI：
--
复制
发表时间：
2011
期刊：
影响因子：
--
通讯作者：
Xiangyu Kong
中科院分区：
文献类型：
--
作者：
R. Johnston;Xiangyu Kong
目的——本文旨在响应号召，帮助组织系统地设计客户体验。其目标是调查组织实际上如何设计和改善其客户体验。设计/方法论/途径——总共选择了四个组织进行这项探索性研究；一家企业对企业公司、一家企业对消费者公司、一家公用事业公司和一家公共部门组织。这项为期四年的纵向研究从参与者观察、讨论、内部报告和二手数据中收集了数据。调查结果——尽管这四个组织之间存在差异，但它们似乎独立地采取了相同的方法来改善客户体验。本文提出了一个十阶段的改进“路线图”，以开发现有模型。研究局限性/影响——主要局限性是深入的纵向研究仅涵盖四个组织......
Purpose – This paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations actually go about designing and improving their customer experiences.Design/methodology/approach – A total of four organisations were chosen for this exploratory study; one business‐to‐business company, one business‐to‐consumer company, one utility, and one public sector organisation. This longitudinal study over a period of four years collected data from participant observation, discussions, internal reports and from secondary data.Findings – Despite the differences between the four organisations they appear to have taken, independently, the same approach to bring about improvements to their customer experiences. This paper proposes a ten‐stage “road‐map” to improvement which develops the existing models.Research limitations/implications – Main limitations were that the in‐depth, longitudinal study covered just four organisations a...