پیوندهای مفید
آمار
| تعداد نشریات | 21 |
| تعداد شماره‌ها | 653 |
| تعداد مقالات | 9,524 |
| تعداد مشاهده مقاله | 68,449,791 |
| تعداد دریافت فایل اصل مقاله | 47,909,603 |
A model for backgrounds and implications of customer experience management in dental centers considering the variable role of word of mouth using a phenomenological approach | ||
| International Journal of Nonlinear Analysis and Applications | ||
| دوره 12، شماره 2، بهمن 2021، صفحه 2069-2083 اصل مقاله (447.2 K) | ||
| نوع مقاله: Research Paper | ||
| شناسه دیجیتال (DOI): 10.22075/ijnaa.2021.5345 | ||
| نویسندگان | ||
| Shaghayegh Shakiba Tabar1؛ Sina Nematizadeh* 1؛ Hamidreza Saeidnia2 | ||
| 1Department of Business Management, Tehran Central Branch, Islamic Azad University, Tehran, Iran. | ||
| 2Department of Business Management, Tehran North Branch, Islamic Azad University, Tehran, Iran | ||
| تاریخ دریافت: 26 اسفند 1399، تاریخ بازنگری: 08 تیر 1400، تاریخ پذیرش: 17 تیر 1400 | ||
| چکیده | ||
| This research aimed to provide a model for backgrounds and implications of customer experience management in dental centers considering the variable role of word of mouth using a phenomenological approach. In this mixed-method study, the researcher used a phenomenological approach to identify the components of the customer experience in dental centers and then tested the model by a quantitative method. The data collection instrument was in-depth interview and protocol with 23 dental clinic managers and clients with which the researcher reached theoretical saturation. In the next stage, the required data were distributed among 320 patients of the dental clinic in District 2 and 4 of Tehran Municipality, and the results were analyzed by PLS software. Finally, the researcher extracted 152 open source codes, coded and selected them based on the theoretical literature, and presented the results in six main dimensions and 28 sub-dimensions. The researcher has presented the research results in the form of a model with six main dimensions, including customer experience, satisfaction of the medical staff, word of mouth of various dental services, strengthening the clinic brand, satisfaction with the clinical environment, and 28 sub-dimensions. Customer experience has had a positive and significant effect on word of mouth. | ||
| کلیدواژه‌ها | ||
| Customer experience؛ Brand؛ Word of mouth؛ Phenomenology | ||
| مراجع | ||
|
[1] T. O. S. Angel, A study of omni-channel retailing: The impact of integration quality on omni-satisfaction and omni-loyalty in apparel retail business, (2014). [2] M. APJII , Profil pengguna internet indonesia 2014. Jakarta: Puskakom UI, (2015). [3] R. D. Blackwell, P. W. Miniard and J. F. Engel, Consumer behavior. Singapore: Cengage Learning Asia Pte Ltd, (2012). [4] E. Brynjolfsson, Y. J. Hu and M. S. Rahman, Competing in the age of omnichannel retailing, MIT Sloan Management Review, 54(4) (2013) 23-29. [5] D. Carroll and I. Guzman, The new omni- channel approach to serving customers: Strategy implications for communication service providers, (2015).[6] J. L. G. Carvalho and M. C. Campomar, Multichannel at retail and omni-channel: Challenges for marketing and logistics, Business and Management Review, 4(3) (2014) 103-113. [7] D. Chaffey, E-business and e-commerce management: Strategy, management, and application (5th ed.). London: Prentice-Hall, Inc, (2011). [8] C. Changchit, R. Cutshall and S. Loreta, Shopping cart abandonment: Indonesian perspectives, (2014). [9] L. S. Cornish and C. Moraes, The impact of consumer confusion on nutrition literacy and subsequent dietary behavior, Psychology and Marketing, 32(5) (2015) 558-574. [10] M. Criteo State of mobile commerce: Apps and cross-device lead mobile business, (2015). [11] M. F. Diallo, Effects of store image and store brand price-image on store brand purchase intention: Application to an emerging market, Journal of Retailing and Consumer Services, 19(3) (2012) 360-367. [12] A. Driss , H. Garmani, M. El Amrani, M. Baslam and M. Fakir, Customer Confusion Environment in Telecommunication Networks: Analysis and Policy Impact, International Journal of Cooperative Information Systems 28(2019). [13] M. Forrester, Customer desires vs retailer capabilities: Minding the omni-channel commerce gap, (2014). [14] N. V. Nielsen, E-commerce: Evolution or revolution in the fast-moving consumer goods world, (2014). [15] L. G. Schiffman and J. Wisenblit, Consumer behavior (11th ed.). Boston: Pearson Education Limited, (2015). [16] M. R. Solomon, Consumer behavior: Buying, having, and being (10th ed.). Boston: Pearson Education, (2013). | ||
|
آمار تعداد مشاهده مقاله: 15,911 تعداد دریافت فایل اصل مقاله: 7,411 |
||