IDEAS home Printed from https://ideas.repec.org/a/apa/ijbaas/2020p171-182.html
   My bibliography  Save this article

Structure and Measurement of Customer Experience Management

Author

Listed:
  • Mahnaz Mansoor

    (Hamdard Institute of Management Science, Hamdard University, Islamabad, Pakistan)

  • Tahir Mumtaz Awan

    (COMSATS University, Islamabad, Pakistan)

  • Buthina Alobidyeen

    (Tafila Technical University, Tafila, Jordan)

Abstract

This study is built up on an empirical testing of an exceedingly important theme of Customer Experience Management (CEM) that how it prompts positive behavioral intentions of the shoppers visiting the banks with fun- damental component of customer satisfaction by using social exchange theory. Data (N = 330) was collected by utilizing survey strategy through convenience sampling and cross-sectional research design. SPSS 20 and AMOS 22 were applied for the data analysis. To evaluate the hidden system of customer satisfaction in relationship among CEM and Positive Word of Mouth (PWoM), a contemporary methodology (process by Andrew Hayes) was exploited. The results of regression analysis completely bolstered all the immediate connections of the examination though the outcomes somewhat upheld the mediating role of customer satisfaction with CEM and PWoM. In light of the findings of the investigation it is recommended that CEM is a necessary part of the long haul vision of banking division so as to achieve lasting competitive advantage. This investigation opens up a novel side in the writing of CEM and its association with other emotional and behavioral constructs.

Suggested Citation

  • Mahnaz Mansoor & Tahir Mumtaz Awan & Buthina Alobidyeen, 2020. "Structure and Measurement of Customer Experience Management," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 6(4), pages 171-182.
    • Handle: RePEc:apa:ijbaas:2020:p:171-182
    DOI: 10.20469/ijbas.6.10001-4
    as

    Download full text from publisher

    File URL: https://kkgpublications.com/business-v6-i4-article-1/
    Download Restriction: no
    File URL: https://kkgpublications.com/wp-content/uploads/2020/07/ijbas.6.10001-4.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.20469/ijbas.6.10001-4?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Hinlayagan Kymwell Recamadas, 2018. "A path analysis of customer loyalty of homegrown coffee shops in Davao region," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 4(4), pages 185-195.
    2. Mansur Khamitov & Xin (Shane) Wang & Matthew Thomson & Vicki G MorwitzEditor & J Jeffrey InmanEditor & JoAndrea Hoegg, 2019. "How Well Do Consumer-Brand Relationships Drive Customer Brand Loyalty? Generalizations from a Meta-Analysis of Brand Relationship Elasticities," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 46(3), pages 435-459.
    3. Ranaweera, Chatura & Jayawardhena, Chanaka, 2014. "Talk up or criticize? Customer responses to WOM about competitors during social interactions," Journal of Business Research, Elsevier, vol. 67(12), pages 2645-2656.
    4. Mahnaz Mansoor & Tahir Mumtaz Awan & Fauzia Syed, 2020. "Positive emotions as underlying mechanism between customer gratitude and behavioural intentions," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 6(1), pages 09-20.
    5. Donna L Hoffman & Thomas P Novak & Eileen FischerEditor & Robert KozinetsAssociate Editor, 2018. "Consumer and Object Experience in the Internet of Things: An Assemblage Theory Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 44(6), pages 1178-1204.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ana Maria Mihaela Iordache & Alexandru Ionescu & Vlad Gabriel Cârstea & Hanna Chung & Nicoleta Rossela Dumitru & Bogdan Glăvan, 2023. "Scenarios to Improve E-Commerce SMEs Activity Based on Their Classification: A Case Study on Romania," Sustainability, MDPI, vol. 15(15), pages 1-19, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Cherrier, Helene & Türe, Meltem, 2020. "Value dynamics in ordinary object disposal," Journal of Business Research, Elsevier, vol. 116(C), pages 221-228.
    2. László SEER, 2020. "Toward A Threshold Model Of Consumer Autonomy For Human-Smart System Interactions: A Qualitative Study," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 15, pages 57-69, June.
    3. Thomas P. Novak & Donna L. Hoffman, 2019. "Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 216-237, March.
    4. Irina Maiorescu & Mihaela Bucur & Bogdan Georgescu & Daniel Moise & Vasile Alecsandru Strat & Ion Daniel Zgură, 2020. "Social Media and IOT Wearables in Developing Marketing Strategies. Do SMEs Differ From Large Enterprises?," Sustainability, MDPI, vol. 12(18), pages 1-18, September.
    5. Silvia Biraghi & Rossella Chiara Gambetti & Angela Antonia Beccanulli, 2020. "Achieving cultural relevance in technomediated platforms: instant cultural branding and controversial clicktivism," Italian Journal of Marketing, Springer, vol. 2020(2), pages 163-187, September.
    6. Weitzl, Wolfgang & Hutzinger, Clemens, 2017. "The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders," Journal of Business Research, Elsevier, vol. 80(C), pages 164-175.
    7. Ilenia Confente & Ivan Russo, 2018. "Qualitative Comparative Analysis (QCA): A useful methodological tool for research in the social sciences. An example from the online word-of-mouth context," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2018(4), pages 87-108.
    8. Gansser, Oliver Alexander & Reich, Christina Stefanie, 2021. "A new acceptance model for artificial intelligence with extensions to UTAUT2: An empirical study in three segments of application," Technology in Society, Elsevier, vol. 65(C).
    9. Dawes, John, 2022. "Factors that influence manufacturer and store brand behavioral loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    10. McLean, Graeme & Osei-Frimpong, Kofi & Al-Nabhani, Khalid & Marriott, Hannah, 2020. "Examining consumer attitudes towards retailers' m-commerce mobile applications – An initial adoption vs. continuous use perspective," Journal of Business Research, Elsevier, vol. 106(C), pages 139-157.
    11. Attié, Elodie & Meyer-Waarden, Lars, 2022. "The acceptance and usage of smart connected objects according to adoption stages: an enhanced technology acceptance model integrating the diffusion of innovation, uses and gratification and privacy ca," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    12. Yang-Im Lee & Peter R. J. Trim, 2019. "Refining brand strategy: insights into how the “informed poseur” legitimizes purchasing counterfeits," Journal of Brand Management, Palgrave Macmillan, vol. 26(5), pages 595-613, September.
    13. Janina SÜRKEN & Sören SUNDERMANN, 2021. ""Online Touchpoints Matter!" - An Empirical Analysis of Consumer-Brand Relationships in Retail Settings," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 77-87, August.
    14. Shiri Melumad & Rhonda Hadi & Christian Hildebrand & Adrian F. Ward, 2020. "Technology-Augmented Choice: How Digital Innovations Are Transforming Consumer Decision Processes," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 7(3), pages 90-101, October.
    15. Villanova, Daniel & Bodapati, Anand V. & Puccinelli, Nancy M. & Tsiros, Michael & Goodstein, Ronald C. & Kushwaha, Tarun & Suri, Rajneesh & Ho, Henry & Brandon, Renee & Hatfield, Cheryl, 2021. "Retailer Marketing Communications in the Digital Age: Getting the Right Message to the Right Shopper at the Right Time," Journal of Retailing, Elsevier, vol. 97(1), pages 116-132.
    16. Lucia-Palacios, Laura & Pérez-López, Raúl, 2021. "Effects of Home Voice Assistants' Autonomy on Instrusiveness and Usefulness: Direct, Indirect, and Moderating Effects of Interactivity," Journal of Interactive Marketing, Elsevier, vol. 56(C), pages 41-54.
    17. Justyna Kramarczyk & Mathieu Alemany Oliver, 2022. "Accumulative vs. Appreciative Expressions of Materialism: Revising Materialism in Light of Polish Simplifiers and New Materialism," Journal of Business Ethics, Springer, vol. 175(4), pages 701-719, February.
    18. William Fritz & Rhonda Hadi & Andrew Stephen, 2023. "From tablet to table: How augmented reality influences food desirability," Journal of the Academy of Marketing Science, Springer, vol. 51(3), pages 503-529, May.
    19. Sohn, Stefanie, 2024. "Consumer perceived risk of using autonomous retail technology," Journal of Business Research, Elsevier, vol. 171(C).
    20. Sanz-Blas, Silvia & Buzova, Daniela & Pérez-Ruiz, Pilar, 2021. "Building relational worth in an online social community through virtual structural embeddedness and relational embeddedness," Technological Forecasting and Social Change, Elsevier, vol. 162(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:apa:ijbaas:2020:p:171-182. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Professor Dr. Bahaudin G. Mujtaba (email available below). General contact details of provider: https://kkgpublications.com/business/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.