Customer experience management and business performance

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Union Jack
Dannebrog

Customer experience management and business performance

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dc.contributor.author Grønholdt, Lars
dc.contributor.author Martensen, Anne
dc.contributor.author Jørgensen, Stig
dc.contributor.author Jensen, Peter
dc.date.accessioned 2014-10-13T11:55:17Z
dc.date.available 2014-10-13T11:55:17Z
dc.date.issued 2014-10-13
dc.identifier.uri http://hdl.handle.net/10398/8986
dc.description.abstract Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation, market performance and financial performance. The conceptual model is operationalized by a structural equation model, and the model is estimated and tested by using the partial least squares method. A survey among 484 companies in Denmark forms the empirical basis for the study. Findings – The findings provide evidence that the seven CEM dimensions influence financial performance. The high performing companies differentiate significantly from the low performing companies with regard to how they master CEM. All seven CEM dimensions are essential in producing differentiation, market performance and financial performance. Research limitations – This study is limited to the seven identified CEM dimensions in Danish companies. Practical implications – This study has clear implications in terms of identifying and measuring the importance of essential CEM dimensions which influence business performance. The results can help companies to understand CEM and develop CEM strategies. Originality/value – The paper provides a deeper insight into CEM and how CEM works. en_US
dc.format.extent 16 en_US
dc.language eng en_US
dc.subject.other Customer experience en_US
dc.subject.other Emotions en_US
dc.subject.other Differentiation en_US
dc.subject.other Market performance en_US
dc.subject.other Financial performance en_US
dc.title Customer experience management and business performance en_US
dc.type cp en_US
dc.accessionstatus modt14okt13 soma en_US
dc.contributor.corporation Copenhagen Business School. CBS en_US
dc.contributor.department Institut for Afsætningsøkonomi en_US
dc.contributor.departmentshort en_US
dc.contributor.departmentuk Department of Marketing en_US
dc.contributor.departmentukshort MARKETING en_US
dc.description.notes 17th QMOD International Conference on Quality and Service Sciences (ICQSS), University of Economics, Prague, Czech Republic 3-5 September 2014. The paper was nominated to “Best paper award” at the conference. en_US
dc.publisher.city Frederiksberg en_US
dc.publisher.year 2014 en_US


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