Understanding Customer Experience Management in Retailing
نویسندگان
چکیده
منابع مشابه
Customer experience management in retailing: Communication and promotion
Communication and promotion decisions form the heart of retailer customer experience management strategy. In this review paper, we address two key questions from a retailer’s perspective: (1) what have we learned from prior research about promotion, advertising, and other forms of communication and (2) what major issues should future research in this area address. In addressing these questions,...
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Academic studies offer a generally positive portrait of the effect of customer relationship management (CRM) on firm performance, but practitioners question its value. The authors argue that a firm’s strategic commitments may be an overlooked organizational factor that influences the rewards for a firm’s investments in CRM. Using the context of online retailing, the authors consider the effects...
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ژورنال
عنوان ژورنال: Procedia - Social and Behavioral Sciences
سال: 2015
ISSN: 1877-0428
DOI: 10.1016/j.sbspro.2015.11.082