Name
Abstract | ||
|---|---|---|
Creating value and continuously generating a positive Total Customer Experience (TCE) for customers is important for E-Commerce environments in order to attract and retain customers. We embarked on a study that aimed to identify those characteristics of a customer's service encounter with an E-Commerce environment that would help in generating a satisfying TCE for the customers. Our intention was to investigate negative incidents or obstacles that mar a customer's TCE. To do this we employed a selection of complementary techniques such as naturalistic customer-observations, focus- group like workshops, and structured-interviews of customers. In this paper, we present accounts of situations in which the customers experienced obstacles while interacting with E-Tailing environments. The aim of this paper is to emphasise how we have been able to draw conclusions about the phenomenon under study from the rich data obtained from a customer's experience with E-Commerce environments. We will demonstrate how these accounts are insightful for understanding the customer's perspective, and how they highlight the inter-play of several factors - personal, socio-cultural, organisational and usability that impact on the customer's TCE and influence his perception of value and service quality from an E-Commerce environment. |
Year | Venue | Keywords |
|---|---|---|
2003 | ICWI | customer relationship management crm,service quality,e-tailing,customer loyalty.,e-commerce,total customer experience tce,focus group,customer loyalty,satisfiability,customer relationship management,e commerce |
Field | DocType | Citations |
Customer retention,Customer intelligence,Service quality,Voice of the customer,Sociology,Customer to customer,Conversion marketing,Customer advocacy,Marketing,E-commerce | Conference | 1 |
PageRank | References | Authors |
0.41 | 2 | 4 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Shailey Minocha | 1 | 541 | 50.70 |
| Lisa Dawson | 2 | 2 | 1.11 |
| Ann Blandford | 3 | 1740 | 148.02 |
| Dave Roberts | 4 | 41 | 4.71 |