Original title: Customer Experience Management Overview
Authors: Havíř, David
Document type: Papers
Language: eng
Publisher: Vysoké učení technické v Brně,Fakulta podnikatelská
Abstract: Purpose of the article: The purpose of this paper is to examine the phenomenon of customer experience and customer experience management through years and summarize recent knowledge in this area. Methodology/methods: The paper is built upon secondary research of research papers of renowned authors in the area of customer experience management. Scientific aim: The aim of the article is to find out potential avenues of further research. Findings: Findings confirmed that customer experience is still trending topic in the field of research and management. It constantly evolves raising new questions to be answered and areas to be researched. Conclusions: The paper presents reasons to embrace customer experience management in organizations, brief overview of managerial recommendations and points to potential avenues of further research, such as, co-creation of customer experience, exploration of the experience in business-to-business sphere, public sector or development of customer experience management framework.
Keywords: co-creation; customer experience; customer loyalty; customer satisfaction
Host item entry: Workshop specifického výzkumu 2016, ISBN 978-80-214-5472-9

Institution: Brno University of Technology (web)
Document availability information: Fulltext is available in the Brno University of Technology Digital Library.
Original record: http://hdl.handle.net/11012/63852

Permalink: http://www.nusl.cz/ntk/nusl-361632


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Universities and colleges > Public universities > Brno University of Technology
Conference materials > Papers