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.
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.
| Originalsprog | Engelsk |
|---|---|
| Titel | Proceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS) |
| Redaktører | Su Mi Dahlgaard-Park, Jens J. Dahlgaard |
| Antal sider | 16 |
| Udgivelsessted | Lund |
| Forlag | Lund Universitet |
| Publikationsdato | 2014 |
| ISBN (Trykt) | 9789176230862 |
| Status | Udgivet - 2014 |
| Begivenhed | 17th QMOD International Conference on Quality and Service Sciences (ICQSS) - Prag, Tjekkiet Varighed: 3 sep. 2014 → 5 sep. 2014 Konferencens nummer: 17 |
Konference
| Konference | 17th QMOD International Conference on Quality and Service Sciences (ICQSS) |
|---|---|
| Nummer | 17 |
| Land/Område | Tjekkiet |
| By | Prag |
| Periode | 03/09/2014 → 05/09/2014 |
| Andet | 17th QMOD - ICQSS Conference |
| Sponsor | Prague 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