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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
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    References listed on IDEAS

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    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.
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