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Customer Experience: A Conceptual Overview

Author

Listed:
  • Sorin-George Toma

    (University of Bucharest)

  • Stefan Catana

    (University of Bucharest)

Abstract

Customer experience constitutes an important concern of the top management of business organizations as it represents a prerequisite for achieving their long-term objectives. In this respect, knowing, analysing, and managing the customer experience has proved to be a highly effective tool for any company in obtaining and preserving its competitive advantage. The paper aims to define the concept of customer experience from multiple perspectives and outline its main characteristics. In order to achieve the goals of the paper, the authors employed a research methodology based on collecting, analysing, and synthesizing quantitative information from numerous secondary sources of data through desk research. The paper shows that customer experience constitutes a multidimensional, complex, and context-based concept.

Suggested Citation

  • Sorin-George Toma & Stefan Catana, 2021. "Customer Experience: A Conceptual Overview," Manager Journal, Faculty of Business and Administration, University of Bucharest, vol. 33(1), pages 28-34, May.
    • Handle: RePEc:but:manage:v:33:y:2021:i:1:p:28-34
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    Citations

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    Cited by:

    1. Sorin-George Toma & Stefan Catana, 2021. "Linking Customer Experience With The Extended Marketing Mix," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 5, pages 105-109, October.
    2. Toma Sorin George, 2023. "Corporate Strategy And Business Strategy," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 3, pages 82-88, June.
    3. Sorin-George Toma, 2023. "Corporate And Business Strategies In Global Retailing," Management Strategies Journal, Constantin Brancoveanu University, vol. 60(2), pages 131-138.
    4. Stefan-Alexandru Catana & Sorin-George Toma, 2021. "Service Quality Models As Customers Satisfaction Tools," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 5, pages 241-245, October.
    5. Sorin-George Toma & Stefan-Alexandru Catana & Catalin Gradinaru, 2022. "Competitive Business Strategies In Global Retailing: The Case Of Wal-Mart," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 1, pages 106-112, February.

    More about this item

    Keywords

    customer experience; customer; concept; business organization;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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