Understanding customer experience management

了解客户体验管理

• 批准号: 19K13838
• 负责人: Marutschke David
• 金额: $ 1.41万
• 依托单位: Osaka University of Economics (2021-2022)Soka University (2019-2020)
• 依托单位国家: 日本
• 项目类别: Grant-in-Aid for Early-Career Scientists
• 财政年份: 2019
• 资助国家: 日本
• 起止时间: 2019-04-01 至 2024-03-31
• 项目状态: 已结题
• 来源: https://kaken.nii.ac.jp/en/grant/KAKENHI-PROJECT-19K13838/
• 关键词: Customer Experience; Framework; Interview Questionnaire; Perceived Quality; Management Framework; Interview; Online; Sampling; Field work; Action Plan; Reorganization; customer experience; customer journey; serviceology; mindmap; conceptual

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.

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。这项工作为产品和服务体验数字化背景下的感知质量提供了重要见解，并回顾了相关概念。3.为了在学术界和更大的社会范围内传播该项目的进展和后续步骤，2022年6月15日在大坂经济大学商业与法律信息中心以日语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。

项目成果

Holistic Measurement Approach of Customer Experiences - Findings from a Japanese New Car Buyer Study

客户体验的整体衡量方法 - 日本新车购买者研究的结果

• 发表时间: 2020
• 作者: Daisaku SAKAI;Taslima AKHTER;酒井 大策;酒井大策;酒井大策;孫維維;孫維維;孫維維;孫維維;孫維維;David Marutschke;David Marutschke;David Marutschke and Ted Gournelos;David Marutschke;David Marutschke and Ted Gournelos;David Marutschke;David Marutschke;David Marutschke;David Marutschke
• 通讯作者: David Marutschke

Serviceology for Services

服务的服务学

• 发表时间: 2020
• 期刊: 7th International Conference, ICServ 2020, Osaka, Japan, March 13-15, 2020, Proceedings
• 作者: Daisaku SAKAI;Taslima AKHTER;酒井 大策;酒井大策;酒井大策;孫維維;孫維維;孫維維;孫維維;孫維維;David Marutschke;David Marutschke;David Marutschke and Ted Gournelos
• 通讯作者: David Marutschke and Ted Gournelos

Development of a Holistic Evaluation Method of Customer Experiences

客户体验整体评估方法的开发

• 发表时间: 2019
• 作者: Daisaku SAKAI;Taslima AKHTER;酒井 大策;酒井大策;酒井大策;孫維維;孫維維;孫維維;孫維維;孫維維;David Marutschke;David Marutschke;David Marutschke and Ted Gournelos;David Marutschke;David Marutschke and Ted Gournelos;David Marutschke;David Marutschke;David Marutschke;David Marutschke;David Marutschke
• 通讯作者: David Marutschke

Analyzing Customer Experience from a Process Management Perspective

从流程管理角度分析客户体验

• 发表时间: 2022
• 期刊: Short paper for the 10th domestic Conference of Society for Serviceology poster session
• 作者: Daisaku SAKAI;Taslima AKHTER;酒井 大策;酒井大策;酒井大策;孫維維;孫維維;孫維維;孫維維;孫維維;David Marutschke
• 通讯作者: David Marutschke

Considerations on the Customer Experience Management Cycle

关于客户体验管理周期的思考

• 发表时间: 2020
• 期刊: Soka University Business Review
• 作者: Daisaku SAKAI;Taslima AKHTER;酒井 大策;酒井大策;酒井大策;孫維維;孫維維;孫維維;孫維維;孫維維;David Marutschke;David Marutschke;David Marutschke and Ted Gournelos;David Marutschke
• 通讯作者: David Marutschke