پیوندهای مفید
آمار
| تعداد نشریات | 21 |
| تعداد شمارهها | 674 |
| تعداد مقالات | 9,836 |
| تعداد مشاهده مقاله | 69,868,582 |
| تعداد دریافت فایل اصل مقاله | 49,199,604 |
Structural model fit of customer experience management and effect of drivers and its consequences on value co-creation (Case study: Private educational institute of Shiraz city) | ||
| International Journal of Nonlinear Analysis and Applications | ||
| مقالات آماده انتشار، اصلاح شده برای چاپ، انتشار آنلاین از تاریخ 10 شهریور 1404 اصل مقاله (559.88 K) | ||
| نوع مقاله: Research Paper | ||
| شناسه دیجیتال (DOI): 10.22075/ijnaa.2024.34356.5130 | ||
| نویسندگان | ||
| Ehsan Maymandi؛ Mojtaba Aghajani* ؛ Saeid Landran Esfahani | ||
| Department of Business Management, Mubarakeh Branch, Islamic Azad University, Isfahan, Iran | ||
| تاریخ دریافت: 16 اردیبهشت 1403، تاریخ پذیرش: 29 مرداد 1403 | ||
| چکیده | ||
| As it’s obvious, customers’ experience and its management are beyond the goods and services provided by organizations, and this means whatever represents the organisation, involves anything from its presence in virtual space to internal and external design and organizational factors and other clear and unclear factors that indicate this valuable concept is multi-aspect. This research aims to consider the structural model fit of customers’ experience and the effect of drivers and their consequences on value co-creation (CSV) in private educational institutes of Shiraz city. In terms of purpose, this research is applied and is among descriptive–survey research, and according to the research method, it is among correlation research using causal patterns. The statistical population of this research includes students from private educational institutes in Shiraz. A sample volume of 570 individuals was obtained using G. Power software, with a generalizability of 85%. 8 experts also approved the validity of the questionnaire. The reliability of the research tool was considered and approved by the logic validity from the apparent type and Cronbach's alpha reliability. Data analysis was performed using SPSS and Smart PLS software. Findings indicate that variables of customer management experience, mental mediating factors, loyalty, and satisfaction with educational services as drivers and consequences of customer experience management on value co-creation variables have positive and significant effects. | ||
| کلیدواژهها | ||
| customers’ experience management؛ value co-creation؛ private educational institutes, structural equations modeling | ||
| مراجع | ||
|
[1] K. Anshu, L. Gaur, and G. Singh, Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value co-creation, J. Retail. Consumer Serv. 64 (2022), 102798. [2] H. Boudlaie and A. Shahidi, Qualitative study of customers’ experience in retailing industries, New Market. Res. 8 (2018), 273. [3] R.L. Daft, Organization Theory and Design, Cengage Learning Canada Inc., 2015. [4] W. Gao, W. Li, H. Fan, and X. Jia, How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics, J. Retail. Consumer Serv. 60 (2021), 102487. [5] C. Gerea, F. Gonzalez-Lopez, and V. Herskovic, Omnichannel customer experience and management: An integrative review and research agenda, Sustainability 13 (2021), no. 5, 1–24. [6] A. Gustafsson, P. Kristensson, and L. Witell, Customer co-creation in service innovation: A matter of communication?, J. Serv. Manag. 23 (2012), 311–327. [7] L.D. Hollebeek, R.K. Srivastava, and T. Chen, SD logic–informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM, J. Acad. Market. Sci. 47 (2019) 161–185. [8] R. Jain, J. Aagja, and S. Bagdare, Customer experience–a review and research agenda, J. Serv. Theory Practice 27 (2017), 642–662. [9] B.Jamie, G. Thorsten, and G. Anders, Fostering collaborative research for customer experience–connecting academic and practitioner worlds, J. Bus. Res. 116 (2020), 351–355. [10] J. Cambra-Fierro, I. M. P. Lily Xuehui Gao, and A. Trifu, How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention, J. Retail. Consumer Serv. 61 (2021), 1–11. [11] M. Kohtamäki and R. Rajala, Theory and practice of value co-creation in B2B systems, Ind. Market. Manag. 56 (2016), 4–13. [12] P. Kotler and U. Sponholz, U. Sponholz, and M. Haas, H2H Marketing: The Genesis of Human-to-Human Marketing, Ed. Maximilian Haas, Cham: Springer, 2021. [13] K.N. Lemon and P.C. Verhoef, Understanding customer experience throughout the customer journey, J. Market. 80 (2016), 69–96. [14] T. Militina and G.N. Achmad, Effect of customer value and customer experience on customer satisfaction and loyalty PT Meratus Samarinda, Int. J. Econ. Bus. Account. Res. 1 (2020), 84–94. [15] M. Moradi, B. Kheiri, and M. Khajavi, Effective factor in encountering e-mail advertisement, New Market. Res. 6 (2016), 91–112. [16] P. Mousavi, F. Rahimnia, M. Mehraeen, and M. Shami Zanjani, Customer experience management, research domains and trends, Bus. Admin. 13 (2021), 502–523. [17] V. Saha, P. Goyal, and C. Jebarajakirthy, Value co-creation: A review of literature and future research agenda, J. Bus. Ind. Market. 37 (2022), no. 3, 612–628. [18] K.I. Tkachenko, R.V. Faizullin, A.L. Zolkin, and S.N. Sychanina, Customer relationship management in the modern economy, I.V. Kovalev, A.A. Voroshilova, and A.S. Budagov (Eds.), Econ. Soc. Trends Sustain. Mod. Soc. (ICEST-II 2021), vol 116, Eur. Proc. Soc. Behav. Sci., 2021, pp. 1711–1718. [19] W. Zhou, S. Li, and X. Meng, Study on the effect of customer psychological ownership on value co-creation under service ecosystem, Sustainability 14 (2022), 26–60. [20] E.H. Prastiwi, A. Surachman, and A.S. Hussein, The role of value co-creation in improving customer loyalty with customer satisfaction as mediating variable, Proc. Int. Conf. Organ. Innov., 2019. [21] O. Iglesias, S. Markovic, M. Bagherzadeh, and J.J. Singh, Co-creation: A key link between corporate social responsibility, customer trust, and customer loyalty, J. Bus. Ethics 16 (2018), 151–166. [22] A. Shamsollahi and S.J. Bell, Buyer-supplier relationship dynamics: A systematic review, J. Acad. Market. Sci. 49 (2021), 418–436. [23] A. Ghasemi and S. Zaheliasl, Normality tests for statistical analysis: A guide for non-statisticians, Int. J. Endocr. Metabol. 10 (2012), 486–489. [24] M. Tenenhaus, S. Amato, and V. Esposito Vinzi, A global goodness-of-fit index for PLS structural equation modeling, Oral Commun. PLS Club, HEC School of Management, France, March 24, 2004, pp. 739–742. | ||
|
آمار تعداد مشاهده مقاله: 94 تعداد دریافت فایل اصل مقاله: 224 |
||