Why build sustainable relationships with customers? - The effects of “Ambassador Program”

Aoki, Kei; Tudor, R. Keith; Borders, Aberdeen Leila; Lester, Deborah

doi:10.1080/21639159.2020.1766368

Cited by 2 publications

(3 citation statements)

References 18 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…That study stimulated us to continue the research by analysing the improvement of the CX, starting from a configuration of a more environmentally sustainable delivery process. Consistent with the aforementioned discussion, this study focusses on a case study of a company in the food delivery sector that has adopted sustainable touchpoints (Aoki et al. , 2020).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Managing environmental sustainability in customer experience processes: A multi-stakeholder analysis within the food delivery ecosystem

Calza,

Sorrentino,

Tutore

2023

BPMJ

View full text Add to dashboard Cite

PurposeThis paper aims to determine how environmental sustainability (ES) can be integrated into the customer experience (CX). In order to accomplish this, the paper uses a customer journey (CJ) perspective. Speculatively, the paper analyses the experiential stakeholder ecosystem beyond the CJ to verify the obstacles to the implementation of ES.Design/methodology/approachThis paper uses a qualitative analysis of in-depth interviews with multiple stakeholders within the food delivery ecosystem. The multi-stakeholder analysis allows the authors to explore the problem not only from an operational point of view but also from a strategic point of view since in the delivery of a service the value for the end customer is the result of the efforts of several players.FindingsThe results shed light on the importance attributed to ES by the players that make up the food delivery ecosystem. The findings emphasise the importance of an ecosystemic view amongst stakeholders to achieve ES.Originality/valueThis research extends the scarce and embryonic literature on a sustainable CX by applying a CJ perspective, by revealing how and with which touchpoints it is possible to be environmentally sustainable in the design of the CX.

show abstract

Section: Theoretical Backgroundmentioning

confidence: 99%

Managing environmental sustainability in customer experience processes: A multi-stakeholder analysis within the food delivery ecosystem

Calza,

Sorrentino,

Tutore

2023

BPMJ

View full text Add to dashboard Cite

show abstract

“…In addition, the influence of the company is moderated by the proximity of consumers to the benefits of the company's products (Barone et al, 2007). The success or failure of a company's achievement depends on its expertise in marketing, production, finance, and other fields and how they combine these functions within the company (Aoki et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…Then related to the brand ambassador as one of the factors to increase consumer buying interest in a product, the organization or institution that houses the brand ambassador must also support athletes who become brand ambassadors when the athlete experiences a phase when his performance decreases (Lohneiss & Hill, 2014). Another example of the successful use of brand ambassadors in increasing consumer buying interest is due to the interplay between consumers and potential consumers based on the brand ambassador used by the product (Aoki et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

The Effect Of Brand Ambassador On Bicycle Purchase Decisions

Yazid

Kusmaedi

Berliana

2021

Compet. J. Pendidik. Kepelatihan Olahraga

View full text Add to dashboard Cite

The purpose of this study was to determine the influence of brand ambassadors on bicycle purchasing decisions. This research is a quantitative descriptive research with the type of survey research. The population in this study are consumers who buy polygon bicycles at YZKUZMA Bike Gallery, Cimahi City. The sampling technique used was convenience sampling/accessible sampling (samples) as many as 80 people. Then the data was processed using SPSS version 25 software using simple regression analysis. Based on the results of data analysis, it is known that the t test results have a significance value less than 0.05 (sig < 0.05), so it can be concluded that brand ambassadors partially have a significant effect on bicycle purchasing decisions. In addition, an R Square value of 0.306 or (31 percent) was obtained. This shows that 31 percent of the purchasing decision variables can be explained by the brand ambassador variable, while the remaining 69 percent by variables outside the study. These results show that the brand ambassador factor is not the only factor that influences consumer purchasing decisions given the complex nature of purchasing decisions and tends to fluctuate. Purchasing decisions are also influenced by various factors that are no less important, namely the need, brand, purchase channel and time of purchase. so that this research is expected to be used as a reference for companies in optimizing the role of brand ambassadors and other factors that will have a positive impact on consumer purchasing decisions.

show abstract

Why build sustainable relationships with customers? - The effects of “Ambassador Program”

Cited by 2 publications

References 18 publications

Managing environmental sustainability in customer experience processes: A multi-stakeholder analysis within the food delivery ecosystem

Managing environmental sustainability in customer experience processes: A multi-stakeholder analysis within the food delivery ecosystem

The Effect Of Brand Ambassador On Bicycle Purchase Decisions

Contact Info

Product

Resources

About