Digital customer experience: the risk of ignoring the non-digital experience

Weber, Marcel; Co-Creation, Ci Customer; Chatzopoulos, Christos G.

doi:10.24867/ijiem-2019-3-240

Cited by 27 publications

(25 citation statements)

References 34 publications

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“…Moreover, another relevant issue may be the need to learn about PSS customers and monitor their requirements using co-design [36]. Furthermore, in constant expanding markets, understand customer behaviour and experience is a challenge for organizations [37]. One of the current possibilities is associated to digitalized PSS, that aims to integrate products, services, and digital architectures to provide highly customized and customer-oriented…”

Section: Ricohmentioning

confidence: 99%

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Product-service systems benefits and barriers: an overview of literature review papers

Moro¹,

Cauchick-Migue²,

Mendes³

2020

Int J Ind Eng Manag

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Product-Service Systems (PSS) were proposed by the United Nations Environment Program (UNEP) in the late 1990s. Publications on the subject began to emerge after the release of the report "Product Service systems, Ecological and Economic Basics" [1], which was written to stimulate discussion on the subject, being commissioned by the Dutch Ministries of Environment and Economic Affairs. PSS is offered as an integrated package of products and services [2,3] with the aim to deliver an outcome, functionality, or a system's availability [4]. While providing solutions that can meet the needs of end customers, PSS contributes to reducing resource consumption and environmental impact [5]. Therefore, PSS may help to manage the sustainability of organizations [6], by providing a 'triple-win' wrapping economic, environmental, and social requirements [7]. One example of PSS is Riversimple that offers hydrogen-powered cars that customers can rent by paying a monthly fee to covers car use, maintenance, insurance, and fuel [8]. Bike-sharing systems such as the French Velib', and the growing start-up Yellow are another example of PSS, offering bicycle rent for a limit amount of time. In business-to-business (B2B) market, examples are numerous [9]. More recently and influenced by the digitaliza-Product-Service Systems (PSS) appears as an emergent subject, gaining the attention of many researchers, and an increasing interest of organizations. As many literature reviews have been conducted in PSS-related field, this paper aims to overview publications from 2006 to 2018 by highlighting PSS benefits and barriers. Content analysis was used to codify data collected in the publications. The main characteristics of the literature reviews are provided as well as a set of 36 PSS benefits and 24 barriers organized in categories and sub-categories. Analyzing PSS-related review papers allows identifying future research opportunities which can foster the design and implementation of PSS business models.

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Section: Ricohmentioning

confidence: 99%

“…Understanding customer acceptance barriers and PSS benefits that customers are willing to receive could also help PSS design and implementation. Critical research challenges, such as customer experience and behavior [37] could also be explored linked with PSS customer benefits and barriers.…”

Section: Pss Barriersmentioning

confidence: 99%

Product-service systems benefits and barriers: an overview of literature review papers

Moro¹,

Cauchick-Migue²,

Mendes³

2020

Int J Ind Eng Manag

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“…The Omnichannel strategy seeks to provide a seamless and improved experience regardless of the purchase phase and the channel the customer is using (customer journey) [4,5]. Since its first appearance [6], Omnichannel has been mentioned in academic literature and is the main or supporting topic of many studies.…”

Section: Introductionmentioning

confidence: 99%

Omnichannel Management in a B2B context: Concept, research agenda and bibliometric review

Alonso-Garcia

Pablo-Martí

Barriopedro

2021

Int J Ind Eng Manag

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“… In digitalize of customization processe.  In the creation and usage of online customization frameworks (Risdiyono et al, 2016;Zhang et al, 2019;Weber and Chatzopoulos, 2019).…”

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confidence: 99%

“…Moreover, 3 hypothetical online customization frameworks refined and extended standard task-technology acceptance models and rational behaviour theories. These frameworks combine not only different levels of application of Personalization, Customization and Standardization concepts but also illustrate how focus to digital consumers experience management, appropriate personalized communication and information management solutions and knowledge and gamification based interface can be successfully applied in online customization practice (Kamis et al, 2008;Karwatzki et al, 2017;Lai, 2017;Weber and Chatzopoulos, 2019). Secondly, it is argued that, in the practice of connection modalities which consist of online sales configurators, recommenders and social web technologies, these frameworks together with overall technological progress, consumer behaviour trends of socializing and globalizing decisions have had a revolutionary impact across e-retailers organizations.…”

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confidence: 99%

Digitalization Impact on Transformations of Mass Customization Concept: Conceptual Modelling of Online Customization Frameworks

Baranauskas

2020

MMI

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This paper summarizes the main theoretical points within the scientific discussion on the issue of digitalization in Mass Customization concept and online Mass Customization frameworks. Origins of a stand-alone Mass Customization concept drawback to the second half of the 1990s, but major theoretical content changes and development have been identified in the last 2 decades. An intensive application of combined technology and management solutions, digital society and business transformations in the past decade has shifted the orientation of the concept to intangible products management, customer involvement and mutual value creation via frameworks in the online environment. The main purpose of the research is to reveal and present the role and impact of the digitalization sub-domain to the Mass Customization concept, its transition to the e-concept version and modelling of new combined online customization frameworks. The decision relevance of this scientific problem is multiple issues in transitions of practical organizations to the modern and mixed technological-management approach-based Mass Customization version as well as application limitations of existing online customization frameworks. The analysis of the research topic is carried out in the logical sequence. Firstly, the author presented the influence of the digitalization sub-domain to theoretical transformations of traditional Mass Customization concept. Then, a case study of the organizational transition to electronic Mass Customization and Personalization and online customization frameworks was conducted. Methodological tools and research methods used in the paper have been integrative literature review and narrative synthesis of qualitative findings of 53 articles, and a simplified Robinson conceptual modelling framework together with a c-tuple method for the simulation of new combined online customization frameworks. The research empirically confirms and theoretically proves that within last decade both practical and academic attention to sustainable and agile development of new, fully digital customized products and personalized services as well as flexible online customization frameworks and solutions significantly have increased. Furthermore, here the extent by 6 new online customization frameworks is offered next to 3 standard theoretical online customization frameworks, which became difficult to apply in the environment and preferences of modern e-business organizations and digital end-users. The results of the research can be useful for continuous scientific researches to test and validate 6 new online customization frameworks in a feedback loop part and evaluate the influence of these frameworks to a digital end-user behaviour, their role in frameworks and attitude aspects. Keywords customization, digital, online frameworks, personalization, standardization

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Digital customer experience: the risk of ignoring the non-digital experience

Abstract: This is an open access article distributed under the CC BY-NC-ND 4.0 terms and conditions.

Cited by 27 publications

References 34 publications

Product-service systems benefits and barriers: an overview of literature review papers

Product-service systems benefits and barriers: an overview of literature review papers

Omnichannel Management in a B2B context: Concept, research agenda and bibliometric review

Digitalization Impact on Transformations of Mass Customization Concept: Conceptual Modelling of Online Customization Frameworks

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