Understanding customer experience management

点击翻译按钮获取中文摘要

3 achievements were made for FY2022:1. A Customer Experience Management (CEM) Framework was developed, proposed and refined. More specifically, this framework had been originally presented at the 10th domestic Conference of Society for Serviceology on March 7, 2022 as part of a poster Presentation (titled “Analyzing Customer Experience from a Process Management Perspective”). The framework and paper was reviewed in FY2022 for publication in the Japanese Journal of Serviceology. Based on the review result, a revised version with additional literature and adjustments to the sample questions for future interviews was submitted. While the final result of the review is still pending, it has led to a better understanding of the CEM framework and an enhanced questionnaire for company interviews.2. A manuscript on Perceived Quality and Quality Inspection in the Light of Automotive Mobility’s Digital Transformation was written and accepted as a book chapter by Springer Nature for publication in FY2023. This work adds important insights into perceived quality in the context of the digitalization of product and service experience and reviews related concepts.3. To spread the progress and next steps for this project within Academia and the larger society, a study meeting was held in Japanese at the Business and Law Information Center at Osaka University of Economics on June 15, 2022. The title of the presentation was "What is Customer Experience? Towards a new Marketing Concept and Management Challenges”. This resulted in a better understanding of the concept for a larger audience.