Customer Experience Management and Business Performance

Lars Grønholdt, Anne Martensen, Stig Jørgensen, Peter Jensen

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Abstract

Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies.
Methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation, market performance and financial performance. The conceptual model is operationalized by a structural equation model, and the model is estimated and tested by using the partial least squares method. A survey among 484 companies in Denmark forms the empirical basis for the study.
Findings – The findings provide evidence that the seven CEM dimensions influence financial performance. The high performing companies differentiate significantly from the low performing companies with regard to how they master CEM. All seven CEM dimensions are essential in producing differentiation, market performance and financial performance.
Research limitations – This study is limited to the seven identified CEM dimensions in Danish companies.
Practical implications – This study has clear implications in terms of identifying and measuring the importance of essential CEM dimensions which influence business performance. The results can help companies to understand CEM and develop CEM strategies.
Originality/value – The paper provides a deeper insight into CEM and how CEM works.
OriginalsprogEngelsk
TitelProceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS)
RedaktørerSu Mi Dahlgaard-Park, Jens J. Dahlgaard
Antal sider16
UdgivelsesstedLund
ForlagLund Universitet
Publikationsdato2014
ISBN (Trykt)9789176230862
StatusUdgivet - 2014
Begivenhed17th QMOD International Conference on Quality and Service Sciences (ICQSS) - Prag, Tjekkiet
Varighed: 3 sep. 20145 sep. 2014
Konferencens nummer: 17

Konference

Konference17th QMOD International Conference on Quality and Service Sciences (ICQSS)
Nummer17
Land/OmrådeTjekkiet
ByPrag
Periode03/09/201405/09/2014
Andet17th QMOD - ICQSS Conference
SponsorPrague University of Economics and Business

Bibliografisk note

The paper was nominated to “Best paper award” at the conference.

Emneord

  • Customer experience
  • Emotions
  • Differentiation
  • Market performance
  • financial performance

Citationsformater