پیوندهای مفید
آمار
| تعداد نشریات | 22 |
| تعداد شمارهها | 709 |
| تعداد مقالات | 10,213 |
| تعداد مشاهده مقاله | 71,680,610 |
| تعداد دریافت فایل اصل مقاله | 63,498,576 |
Identifying and explaining the antecedents of customer experience management in the maritime transportation industry: A mixed-methods approach | ||
| International Journal of Nonlinear Analysis and Applications | ||
| مقاله 8، دوره 16، شماره 10، دی 2025، صفحه 81-93 اصل مقاله (574.78 K) | ||
| نوع مقاله: Research Paper | ||
| شناسه دیجیتال (DOI): 10.22075/ijnaa.2024.33957.5066 | ||
| نویسندگان | ||
| Hoda Zadvan؛ Bahram Kheiri* ؛ Behrouz Ghasemi | ||
| Department of Business Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran | ||
| تاریخ دریافت: 10 فروردین 1403، تاریخ بازنگری: 17 اردیبهشت 1403، تاریخ پذیرش: 25 اردیبهشت 1403 | ||
| چکیده | ||
| This research aims to identify and explain the components and antecedents of customer experience management in the maritime transport industry based on the customer journey approach. To this end, considering the theoretical gap in the research topic, a qualitative approach of grounded theory was employed. Sampling was conducted purposefully and theoretically. Data was collected through in-depth semi-structured interviews with executives of manufacturing, trading, and forwarding companies that use the container line of the Islamic Republic of Iran Shipping Lines for export and import shipments. After conducting 22 interviews, theoretical adequacy was achieved. To assess the research's trustworthiness, the criteria of credibility, dependability, confirmability, and transferability were used. Based on the results of data coding and analysis, the antecedents of customer experience management in maritime transport were identified and analyzed in the form of causal conditions (brand position, maritime transport quality, and container terminal performance quality), intervening conditions (organizational factors, agency performance, information technology characteristics, and competitiveness), and contextual conditions (political and economic environment). In the quantitative phase, data were collected through a questionnaire and analyzed using confirmatory factor analysis and structural equation modelling with SmartPLS3 software. The obtained results confirmed the concepts and categories identified in the proposed research model. Furthermore, the goodness-of-fit indices indicated that the data and the structure of the research model had a good fit and were supported. | ||
| کلیدواژهها | ||
| customer experience management؛ B2B market؛ service experience؛ customer journey؛ sea transportation | ||
| مراجع | ||
|
[1] M.A. Akaka, S.L. Vargo, and H.J. Schau, The context of experience, J. Serv. Manag. 26 (2015), no. 2, 206–223. [2] M.C. Altunel and B. Erkurt, Cultural tourism in Istanbul: The mediation effect of tourist experience and satisfaction on the relationship between involvement and recommendation intention, J. Destin. Market. Manag. 4 (2015), no. 4, 213–221. [3] L. Becker and E. Jaakkola, Customer experience: fundamental premises and implications for research, J. Acad. Market. Sci. 48 (2020), no. 4, 630–648. [4] G. Biedenbach and A. Marell, The impact of customer experience on brand equity in a business-to-business services setting, J. Brand Manag. 17 (2010), 446–458. [5] L.B. Ceesay, Building a high customer experience management organization: Toward customer-centricity, Jindal J. Bus. Res. 9 (2020), no. 2, 162-175. [6] A. De Keyser, K. Verleye, K.N. Lemon, T.L. Keiningham, and P. Klaus, Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature, J. Serv. Res. 23 (2020), no. 4, 433–455. [7] A. Folstad and K. Kvale, Customer journeys: a systematic literature review, J. Serv. Theory Practice 28 (2018), no. 2, 196–227. [8] R. Halvorsrud, K. Kvale, and A. Følstad, Improving service quality through customer journey analysis, J. Serv. Theory Practice 26 (2016), no. 6, 840–867. [9] A. Helkkula, Characterising the concept of service experience, J. Serv. Manag. 22 (2011), no. 3, 367–389. [10] A. Helkkula, C. Kelleher, and M. Pihlstrom, Characterizing value as an experience: implications for service researchers and managers, J. Serv. Res. 15 (2012), no. 1, 59–75. [11] E. Heshmati, H. R. Saeednia, and A. Badie Zadeh, Designing a model to manage the experience of banking service customers, J. Bus. Admin. Res. 11 (2019), no. 21, 247–268. [12] C. Homburg, D. Jozic, and C. Kuehnl, Customer experience management: toward implementing an evolving marketing concept, J. Acad. Market. Sci. 45 (2017), no. 3, 377–401. [13] C.L. Hsu and T.C. Ho, Evaluating Key Factors of Container Shipping Lines from the Perspective of High-Tech Industry Shippers, J. Marine Sci. Technol. 29 (2021), no. 1, 29–41. [14] J. Kandampully, T.C. Zhang, and E. Jaakkola, Customer experience management in hospitality: A literature synthesis, new understanding and research agenda, Int. J. Contemp. Hospital. Manag. 30 (2018), no. 1, 21–56. [15] K.N. Lemon and P. C. Verhoef, Understanding customer experience throughout the customer journey, J. Market. 80 (2016), no. 6, 69–96. [16] J.R. McColl-Kennedy, M. Zaki, K.N. Lemon, F. Urmetzer, and A. Neely, Gaining customer experience insights that matter, J. Serv. Res. 22 (2019), no. 1, 8-26. [17] A.K. Ng and G. Wilmsmeier, The geography of maritime transportation: space as a perspective in maritime transport research, Maritime Policy Manag. 39 (2012), no. 2, 127-132. [18] A.C. Paixao Casaca and P.B. Marlow, The competitiveness of short sea shipping in multimodal logistics supply chains: Service attributes, Maritime Policy Manag. 32 (2005), no. 4, 363–382. [19] A. Palmer, Customer experience management: A critical review of an emerging idea, J. Serv. Market. 24 (2010), no. 3, 196–208. [20] S. Roy, S. Sreejesh, and S. Bhatia, Service quality versus service experience: An empirical examination of the consequential effects in B2B services, Ind. Market. Manag. 82 (2019), 52–59. [21] J. Schmitt, B. Josko, and L. Zarantonello, From experiential psychology to consumer experience, J. Consum. Psychol. 25 (2015), no. 1, 166–171. [22] J. W. Schouten, J.H. McAlexander, and H.F. Koenig, Transcendent customer experience and brand community, J. Acad. Market. Sci. 35 (2007), 357–368. [23] J. Sweeney and J. Swait, The effect of brand credibility on customer loyalty, J. Retail. Consum. Serv. 15 (2021), no. 3, 103–110. [24] W. Ulaga, The journey towards customer centricity and service growth in B2B: A commentary and research directions, J. Acad. Market. Sci. 8 (2018), no. 1, 80–83. [25] C.M. Voorhees, P.W. Fombelle, Y. Gregoire, S. Bone, A. Gustafsson, R. Sousa, and T. Walkowiak, Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens, J. Bus. Res. 79 (2017), 269-280. [26] C.A. Vural, S. Bastug, and S. Gulmez, Sustainable brand positioning by container shipping firms: Evidence from social media communications, Transport. Res. Part D: Transport Envir. 97 (2021), 102938. [27] L. Witell, C. Kowalkowski, H. Perks, C. Raddats, M. Schwabe, O. Benedettini, and J. Burton, Characterizing customer experience management in business markets, J. Bus. Res. 116 (2020), 420-430. [28] K.F. Yuen and V.V. Thai, Service quality and customer satisfaction in liner shipping, Int. J. Qual. Serv. Sci. 7 (2015), no. 2, 170–183. | ||
|
آمار تعداد مشاهده مقاله: 652 تعداد دریافت فایل اصل مقاله: 370 |
||