Exploring the Relationship between Social Environment and Customer Experience

Abstract

The emergence of "experience" as another forms of business offerings (Pine and Gilmore, 1999) and the failure of implementing customer relationship management to create the expected levels of value for customers and profitability for organizations (Palmer, 2010;Barnes, 2002) have prompted the practitioners and academic scholars to explore the successor of customer relationship management, which is known as customer experience. Pine and Gilmore (1999) asserted that companies need to create memorable experiences to each customer for the purpose of generating greater economic value in the experience-based economy, instead of simply making goods and delivering services to the customers (Kim, Cha, Knutson and Beck, 2011). For the purpose of creating differentiated and memorable customer experience, this research paper would like to evaluate the direct and indirect relationship between social environment and customer experience (including sensory experience, emotional experience and social experience). A total of 330 respondents participate in this research. The findings revealed thatsocial environment is related to the sensory experience and emotional experience respectively.Furthermore, the research findings also concluded the interactive relationships between the dimensions of the customer experience: (1) the sensory experience is positively related to the emotional experience; (2) the emotional experience is positively related to the social experience; and (3) the sensory experience is positively related to the social experience.

Relationship between Market Related Factors and Customer Experience in Hypermarkets in Egypt

“…Brotoco et al, (2012) results showed that evaluations of customer experience that simply emphasizes the aspects of a firm performance (e.g service quality) may be incomplete in contexts where customer shares the service facility. Nasermoadeli et al, (2013) also support the concept of customer experience creation model by Verhoef et al, 2009. They found a significant relationship between social interaction and sensory and emotional experience. From these findings, the following hypothesis is derived:…”

“…Amid all of this, contemporary customers demand not only competent services but also unique and memorable experiences that accompany the delivery of products and services. Consequently, customer experience may be a new mean of competition in markets and the successor of customer relationship management (Nasermoadeli et al, 2013;Palmer, 2010;Verhoef et al, 2009;Meyer and Schwager, 2007;Nasution et al, 2014).…”

Examining the influence of user-generated content on the fashion consumer online experience

“…These have been researched as aesthetics and encountered by individuals from art, paintings and other visual forms (Venkatesh and Meamber, 2008). In the online environment, sense elements cannot be fully replicated (Nasermoadeli, 2013), however, visual elements have been reproduced through the use of (Kim et al, 2013).…”

“…Aesthetic appeal leading to positive sensory experiences then influences consumers' emotional experiences and leads to interactive behaviours. For example, Nasermoadeli et al (2013) report that consumers' sensory experiences positively relate to emotional experiences, indicating that sensory experiences are "the most powerful antecedent in affecting the emotional experience" (Nasermoadeli et al, 2013). Wang et al (2011) proposes that the aesthetic appeal of websites can influence affective internal states.…”

How Does Customer Experience in a Traditional Fast Fashion Retail Setting Influence Customer Traditional and Electronic Word-of-Mouth Intention?

“…The information sent and received by them will create perceptions in their minds that will influence their overall experience [16]. Any indirect interaction among customers or between the company and customers has the power to influence customers experience [17]. Since previous studies have proven that new media impression may influence an individual's overall experience, therefore, the proposed hypothesis is as follows: H2: Customer exposure to new media impression will have a positive influence on customer experience.…”