Name
Title | ||
|---|---|---|
Towards Continuous Customer Satisfaction and Experience Management: A Measurement Framework Design Case in Wireless B2B Industry. |
Abstract | ||
|---|---|---|
Customer satisfaction (CS) is continuously important in modern industrial business environments. However, it is inherently affective even in B2B contexts and thus not directly controllable. Satisfaction impacting customer experiences (CX), respectively, can be managed by the supplier company. The company should first define its strategic CX vision, and then set the value-based CX goals accordingly. The goals have to be made transparent to the entire organization for producing the experiences with their current status and projected progress. A transparent measurement system is thus needed. In this research work, we have investigated how satisfying experiences (chiefly UX) can transparently be gauged in a B2B case company. Following our prior research approach, instead of attempting to cover all possible experience touchpoints in customer-supplier relationships, we focus on the main experience factors of the case company. A real-time predictive CS/CX measurement framework design is proposed. A use case is illustrated for initial evaluation. |
Year | Venue | Field |
|---|---|---|
2016 | PROFES | Service design,Customer retention,Transparency (graphic),Performance indicator,Customer satisfaction,User experience design,Wireless,Knowledge management,Customer advocacy,Engineering,Process management |
DocType | Citations | PageRank |
Conference | 0 | 0.34 |
References | Authors | |
7 | 6 | |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Petri Kettunen | 1 | 129 | 13.05 |
| Mikko Ämmälä | 2 | 0 | 0.34 |
| Tanja Sauvola | 3 | 0 | 0.34 |
| Susanna Teppola | 4 | 78 | 4.91 |
| Jari Partanen | 5 | 36 | 7.83 |
| Simo Rontti | 6 | 0 | 0.34 |