The Hybrid Shopping Mile and Its Orbital Customer Journey Mapping

Bilgin-Wührer, Zeynep; Wührer, Gerhard A.

doi:10.1108/978-1-80043-388-520201012

Cited by 2 publications

(1 citation statement)

References 52 publications

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“…This is performed by supplying a set of rules to assist in the selection of suitable metrics for assessing customer service performance, which is accomplished via the use of a distinct decision framework [40]. The interactions incorporate social connections, comparative degrees of alternatives, power roles, technology, structural linkages, and collaboration as variables that affect the various phases of relationship evolution [41].…”

Section: -2-customer Journey Mappingmentioning

confidence: 99%

Visitor Experience Map and NFC-Based Scoring for Data-Driven Exhibition Enhancement

Abdul Razak,

Hee,

Ahmad

et al. 2024

Emerg Sci J

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In the current exhibition industry, it is crucial for organizers and exhibitors to comprehend and enhance visitor experiences. The objective of this study is to improve the exhibition setting by utilizing Near Field Communication (NFC) technology to capture, monitor, and analyze visitor behavior, engagement, and satisfaction. The main approach entails combining NFC technology with the Visitor Experience Map to fully understand the complexities of the visitor experience. NFC-enabled smartphones facilitate seamless interaction with the system, as users simply need to bring their smartphones close to NFC tags. This enables data collection and triggers the activation of a visitor scoring form for ratings and feedback. The study's findings indicate a mean system usability score of 81.4, which demonstrates successful implementation and great usability. This confirms the effective and easy-to-use nature of the strategy, guaranteeing that visitors can effortlessly provide their ratings and feedback. The originality and enhancement reside in the successful integration of NFC technology with the Visitor Experience Map, providing a strong and user-focused approach for organizers and exhibitors to enhance the exhibition experience. This study creates a favorable situation for both visitors and stakeholders, demonstrating the potential of technological advancements to greatly influence the exhibition industry. Doi: 10.28991/ESJ-2024-08-01-015 Full Text: PDF

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Section: -2-customer Journey Mappingmentioning

confidence: 99%

Visitor Experience Map and NFC-Based Scoring for Data-Driven Exhibition Enhancement

Abdul Razak,

Hee,

Ahmad

et al. 2024

Emerg Sci J

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Imputed Expert Decision Recommendation System for QFD-based Omnichannel Strategy Selection for Financial Services

Kou¹,

Dınçer²,

Yüksel³

et al. 2023

Int. J. Info. Tech. Dec. Mak.

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In this study, a novel hybrid fuzzy decision-making model is constructed for the effective omnichannel strategy selection of financial services. The first phase of this model is related to inputting missing expert decisions for the quality function deployment (QFD) stages and omnichannel service strategies. The QFD stages of financial services are then weighted by bipolar [Formula: see text]-rung orthopair fuzzy ([Formula: see text]-ROF) multi-stepwise weight assessment ratio analysis ([Formula: see text]-SWARA) based on the golden ratio. The QFD-based omnichannel strategy alternatives for financial services are then ranked using bipolar [Formula: see text]-ROF ELECTRE. These calculations are also performed by considering PFSs and IFSs. Finally, the TOPSIS methodology is used to rank the alternatives so that comparative results can be obtained. The main contribution of this study is the creation of effective omnichannel strategies to improve financial services using a novel hybrid fuzzy decision-making methodology based on bipolar [Formula: see text]-rung orthopair fuzzy sets ([Formula: see text]-ROFSs), [Formula: see text]-SWARA, ELECTRE, and the imputation of expert evaluations with collaborative filtering. The analysis results obtained will facilitate determination of the most appropriate omnichannel strategies for businesses to provide effective financial services. In this manner, companies will be able to determine appropriate marketing strategies without incurring excessive costs. Because the analysis results are the same for all fuzzy sets, the proposed model is coherent and reliable. The findings demonstrate that online financial services are the most critical strategy for improving omnichannel. Thus, companies should prioritize online channels to provide financial services that are more effective.

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The Hybrid Shopping Mile and Its Orbital Customer Journey Mapping

Cited by 2 publications

References 52 publications

Visitor Experience Map and NFC-Based Scoring for Data-Driven Exhibition Enhancement

Visitor Experience Map and NFC-Based Scoring for Data-Driven Exhibition Enhancement

Imputed Expert Decision Recommendation System for QFD-based Omnichannel Strategy Selection for Financial Services

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