Gaining Customer Experience Insights That Matter

McColl‐Kennedy, Janet R.; Zaki, Mohamed; Lemon, Katherine N.; Urmetzer, Florian; Neely, Andrew

doi:10.1177/1094670518812182

Cited by 192 publications

(222 citation statements)

References 52 publications

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“…The authors are Lars Witell, Christian Kowalkowski, Helen Perks, Chris Raddats, Maria Schwabe, Ornella Benedettini, and Jamie Burton. We agree with McColl-Kennedy, Zaki, Lemon, Urmetzer, and Neely (2019) that research with a focus on B2B CE is lacking. Witell et al address this surprising neglect of B2B and CE research by developing a framework mapping B2B CEM dimensions of relationship control (relationship type and which actor has touchpoint control) and customer entity dimensions (actor role level and customer journey stage).…”

Section: Articles In This Special Issuesupporting

confidence: 83%

Fostering collaborative research for customer experience – Connecting academic and practitioner worlds

Burton

Gruber

Gustafsson

2020

Journal of Business Research

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Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre-including this research content-immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active.

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Section: Articles In This Special Issuesupporting

confidence: 83%

Fostering collaborative research for customer experience – Connecting academic and practitioner worlds

Burton

Gruber

Gustafsson

2020

Journal of Business Research

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“…The question that remains unanswered is whether these properties are formative in which a single property is sufficient for delight or whether it is reflective wherein multiple properties are needed to trigger delight. In order to answer this question and further explore how the properties of delight may work separately or in tandem, a final Critical Incident Technique (CIT) survey-based study (Study 3) was undertaken and the data analyzed using both human coding and text mining via machine learning (e.g., Ordenes et al 2014 andMcColl-Kennedy et al 2019). This study provides the added benefit of determining whether the results of Study 1 and 2 replicate with a different sample.…”

Section: Studymentioning

confidence: 99%

More than a feeling? Toward a theory of customer delight

Parasuraman¹,

Ball

Aksoy

et al. 2020

JOSM

Self Cite

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PurposeResponding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and to examine the implications of such an expanded view for service theory and practice.Design/methodology/approachThis paper presents the results of three qualitative studies. The first study explores customer delight through self-reported consumption experiences in customer-selected contexts, followed by one-on-one in-depth interviews. The second involves focus groups and the third examines self-reported incidents of delightful customer experiences.FindingsThis research finds that customer delight goes beyond extreme satisfaction and joy and surprise to include six properties that—individually or in combination—characterize customer delight. An expanded conceptualization of how customer delight can be defined is proposed in which customer delight is associated with various combinations of six properties – the customer experiencing positive emotions, interacting with others, successful problem-solving, engaging customer’s senses, timing of the events and sense of control that characterizes the customer's encounter.Research limitations/implicationsIt is clear from the findings of this research that there is no single property that is associated with delight. Through the facilitation of multiple properties, managers have the potential to create a multitude of routes to delight. It is recommended that future research (1) identify and explicate these alternative routes for engendering delight using the six properties identified, and (2) develop a general typology based on service context and characteristics, customer segment, etc. that further stimulates scholarship on delight, and offers more industry-specific insights for managers.Practical implicationsInsights from this investigation will encourage managers and service designers to think more broadly and creatively about delight. Doing so will open up new opportunities for achieving customer delight, beyond merely focusing on extreme satisfaction or surprise and joy strategies currently dominating discussions of customer delight.Originality/valueThis paper makes several contributions to the service literature. First, it extends current conceptualizations of customer delight and offers an expanded definition. Next, it demonstrates how this new understanding extends the existing literature on delight. Finally, it proposes an agenda for future delight research and discusses managerial implications, opening up new opportunities for firms to design delightful customer experiences.

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“…Customer reviews [21] A guide for implementing the TM approach highlighting 6 key insights practitioners need in order to manage their customers' journey. Customer interview [22] TM and SA techniques used to analyze the SM data set and to visualize relevant insights and patterns in order to identify customer knowledge. SM User Content [23] The discovery of valuable user experience data, and their relations to product design and business strategic planning by analyzing a large volume of customer online data.…”

Section: Research Objectives Of the Study Crd * Analyzed R **mentioning

confidence: 99%

Opinion Mining on Social Media Data: Sentiment Analysis of User Preferences

Păvăloaia

Teodor²,

Fotache

et al. 2019

Sustainability

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Any brand’s presence on social networks has a significant impact on emotional reactions of its users to different types of posts on social media (SM). If a company understands the preferred types of posts (photo or video) of its customers, based on their reactions, it could make use of these preferences in designing its future communication strategy. The study examines how the use of SM technology and customer-centric management systems could contribute to sustainable business development of companies by means of social customer relationship management (sCRM). The two companies included in the study provide a general consumer good in the beverage industry. As such, it may be said that users interacting with the posts these companies make on their official channels are in fact customers or potential customers. The study aims to analyze customer reaction to two types of posts (photos or videos) on six social networks: Facebook, Twitter, Instagram, Pinterest, Google+ and Youtube. It brings evidence on the differences and similarities between the SM customer behaviors of two highly competitive brands in the beverage industry. Drawing on current literature on SM, sCRM and marketing, the output of this study is the conceptualization and measurement of a brand’s SM ability to understand customer preferences for different types of posts by using various statistical tools and the sentiment analysis (SA) technique applied to big sets of data.

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Gaining Customer Experience Insights That Matter

Cited by 192 publications

References 52 publications

Fostering collaborative research for customer experience – Connecting academic and practitioner worlds

Fostering collaborative research for customer experience – Connecting academic and practitioner worlds

More than a feeling? Toward a theory of customer delight

Opinion Mining on Social Media Data: Sentiment Analysis of User Preferences

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