Design thinking in customer experience management

Spychalska-Wojtkiewicz, Monika; Tomczyk, Monika

doi:10.33226/1231-7853.2019.9.4

Cited by 2 publications

(2 citation statements)

References 5 publications

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“…The relation between sustainable development and customer value management studied extended previous research concerning design thinking in customer experience management conducted with managers in entities from the SME sector in Poland [4]. Furthermore, it supplemented publications on the experience economy in the context of the challenges of the modern economy [5], where expert interviews with coordinating strategic processes in enterprises were carried out.…”

Section: Introductionmentioning

confidence: 96%

The Relation between Sustainable Development Trends and Customer Value Management

Spychalska-Wojtkiewicz

2020

Sustainability

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The sustainable development movement is an essential trend that can resist the excessive consumption and over-exploitation of resources. There have been considerable changes in the perception of the term “sustainable development” over the last 30 years. Difficulties in implementing the principles of rational use of natural resources have resulted from a general conflict between the objectives of economic development and the increasing dynamics of industrial production, the quality of the environment and the objectives of environmental protection. This research goal was to describe ways of linking sustainable development trends and the customer value management process. Research also aimed to indicate what this relationship drives. In order to process the collected individual in-depth interview (IDI) material, the author applied a qualitative analysis. As a result of the exploratory research, it was found that there is no complete agreement on who is responsible for implementing the sustainable development assumptions: producers or customers. However, the process of linking sustainable development trends and customer value management can be pointed out. According to this study, as those who make purchasing decisions, customers are the axis of this relationship. On the basis of the results of this research, as long as customers buy particular products, they will be offered by producers.

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Section: Introductionmentioning

confidence: 96%

The Relation between Sustainable Development Trends and Customer Value Management

Spychalska-Wojtkiewicz

2020

Sustainability

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“…The role of design management in business model re-design for sustainable development goals implementation study prolonged research regarding design thinking in customer experience management conducted with managers in entities from the SME sector in Poland [28]. In addition, it complemented the publication on the experience economy considering the challenges of the modern economy [29].…”

Section: Literature Reviewmentioning

confidence: 99%

The Role of Design Management in Creation of Sustainable Business Models

Klein

Spychalska-Wojtkiewicz

2022

Energies

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Sustainable Development Goals (SDGs) implementation represents an important contribution to circular economy (CE). In recent months, these goals have been modified given the significant changes resulting from the COVID-19 pandemic. Research shows increasing interests in revealing the efficiency of design in order to pursue new business models as sources of innovation that can contribute to SDGs. Nevertheless, the realization of SDGs is not easy on the level of enterprises and regions. Here, our research goal was to describe the role of design in business model re-design for SDGs implementation. It was presumed that during the pandemic, entrepreneurs significantly modified business models, emphasizing aspects of sustainable development. In order to verify this assumption, desk research was combined with qualitative research. Data were gathered from small and medium-sized enterprises (SMEs) and experts. The research raises the point of the underestimated role of design as a determinant of new business models composition connected with the SDGs. As a result, it was found that once applied, design becomes an important tool for sustainable innovation and enable strategic change in companies. Design supports SMEs in business models’ transition towards sustainable, circular performance. In conclusion, it was found that while adjusting business models in a pandemic, entrepreneurs paid more attention to issues related to SDGs.

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Design thinking in customer experience management

Cited by 2 publications

References 5 publications

The Relation between Sustainable Development Trends and Customer Value Management

The Relation between Sustainable Development Trends and Customer Value Management

The Role of Design Management in Creation of Sustainable Business Models

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