Understanding customer experience management

二零二二年财政年度取得3项成就：1。客户体验管理（CEM）框架已开发，提出和完善。更具体地说，该框架最初是在2022年3月7日举行的第10届国内服务学会会议上作为海报演示的一部分（题为“从流程管理的角度分析客户体验”）。该框架及论文已于二零二二财政年度审阅，并将于日本服务学杂志发表。根据审查结果，提交了一份修订本，其中增加了文献，并对今后访谈的样本问题进行了调整。虽然审查的最终结果尚未公布，但它已使人们更好地了解CEM框架，并改进了公司访谈的问卷。一份关于汽车移动数字化转型中的感知质量和质量检测的手稿已被Springer Nature撰写并接受为2023财年出版的书籍章节。这项工作在产品和服务体验数字化的背景下增加了对感知质量的重要见解，并回顾了相关概念。3.为了在学术界和更大的社会中传播该项目的进展和下一步，2022年6月15日在大坂经济大学的商业和法律信息中心举行了一次学习会议。演讲的题目是“什么是客户体验？走向新的营销理念和管理挑战”。这使更多的观众更好地理解了这一概念。

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.