Digital Customer Experience: An Emerging Theme in Customer Service Excellence

Publikation: KonferencebidragPaperForskningpeer review

6 Downloads (Pure)

Resumé

Purpose – The purpose of the paper is to examine how essential dimensions of digital customer experience (DCE) drive business performance.Methodology/approach – An empirical study is conducted to investigate the relationshipsbetween seven DCE dimensions and business 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 of 756 companies in Denmark forms the empirical basis for the study.Findings – The findings provide evidence that the seven DCE dimensions influence business performance. All seven DCE dimensions are essential in producing total customer experience, market performance, and financial performance.Research limitations – The study is limited to the seven identified DCE dimensions in Danish companies.Practical implications –The study has clear implications in terms of identifying and measuring the importance of essential DCE dimensions which influence business performance. Interesting differences appear between the seven indexes for DCE dimensions. The results can help companies to understand DCE and develop DCE strategies.
OriginalsprogEngelsk
Publikationsdato2019
Antal sider7
StatusUdgivet - 2019
Begivenhed22nd QMOD-ICQSS International Conference on Quality and Service Sciences: Leadership and strategies for Sustainable Quality and Innovation in the 4th Industrial Revolution - Krakow, Polen
Varighed: 13 okt. 201915 okt. 2019
Konferencens nummer: 22
https://www.ism.lu.se/en/qmod/22nd-qmod-conference

Konference

Konference22nd QMOD-ICQSS International Conference on Quality and Service Sciences
Nummer22
LandPolen
ByKrakow
Periode13/10/201915/10/2019
Internetadresse

Citer dette

Grønholdt, L. (2019). Digital Customer Experience: An Emerging Theme in Customer Service Excellence. Afhandling præsenteret på 22nd QMOD-ICQSS International Conference on Quality and Service Sciences, Krakow, Polen.
Grønholdt, Lars. / Digital Customer Experience : An Emerging Theme in Customer Service Excellence. Afhandling præsenteret på 22nd QMOD-ICQSS International Conference on Quality and Service Sciences, Krakow, Polen.7 s.
@conference{351b5b797e0d4162b6b9f2427d76365e,
title = "Digital Customer Experience: An Emerging Theme in Customer Service Excellence",
abstract = "Purpose – The purpose of the paper is to examine how essential dimensions of digital customer experience (DCE) drive business performance.Methodology/approach – An empirical study is conducted to investigate the relationshipsbetween seven DCE dimensions and business 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 of 756 companies in Denmark forms the empirical basis for the study.Findings – The findings provide evidence that the seven DCE dimensions influence business performance. All seven DCE dimensions are essential in producing total customer experience, market performance, and financial performance.Research limitations – The study is limited to the seven identified DCE dimensions in Danish companies.Practical implications –The study has clear implications in terms of identifying and measuring the importance of essential DCE dimensions which influence business performance. Interesting differences appear between the seven indexes for DCE dimensions. The results can help companies to understand DCE and develop DCE strategies.",
author = "Lars Gr{\o}nholdt",
year = "2019",
language = "English",
note = "null ; Conference date: 13-10-2019 Through 15-10-2019",
url = "https://www.ism.lu.se/en/qmod/22nd-qmod-conference",

}

Grønholdt, L 2019, 'Digital Customer Experience: An Emerging Theme in Customer Service Excellence' Paper fremlagt ved 22nd QMOD-ICQSS International Conference on Quality and Service Sciences, Krakow, Polen, 13/10/2019 - 15/10/2019, .

Digital Customer Experience : An Emerging Theme in Customer Service Excellence. / Grønholdt, Lars.

2019. Afhandling præsenteret på 22nd QMOD-ICQSS International Conference on Quality and Service Sciences, Krakow, Polen.

Publikation: KonferencebidragPaperForskningpeer review

TY - CONF

T1 - Digital Customer Experience

T2 - An Emerging Theme in Customer Service Excellence

AU - Grønholdt, Lars

PY - 2019

Y1 - 2019

N2 - Purpose – The purpose of the paper is to examine how essential dimensions of digital customer experience (DCE) drive business performance.Methodology/approach – An empirical study is conducted to investigate the relationshipsbetween seven DCE dimensions and business 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 of 756 companies in Denmark forms the empirical basis for the study.Findings – The findings provide evidence that the seven DCE dimensions influence business performance. All seven DCE dimensions are essential in producing total customer experience, market performance, and financial performance.Research limitations – The study is limited to the seven identified DCE dimensions in Danish companies.Practical implications –The study has clear implications in terms of identifying and measuring the importance of essential DCE dimensions which influence business performance. Interesting differences appear between the seven indexes for DCE dimensions. The results can help companies to understand DCE and develop DCE strategies.

AB - Purpose – The purpose of the paper is to examine how essential dimensions of digital customer experience (DCE) drive business performance.Methodology/approach – An empirical study is conducted to investigate the relationshipsbetween seven DCE dimensions and business 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 of 756 companies in Denmark forms the empirical basis for the study.Findings – The findings provide evidence that the seven DCE dimensions influence business performance. All seven DCE dimensions are essential in producing total customer experience, market performance, and financial performance.Research limitations – The study is limited to the seven identified DCE dimensions in Danish companies.Practical implications –The study has clear implications in terms of identifying and measuring the importance of essential DCE dimensions which influence business performance. Interesting differences appear between the seven indexes for DCE dimensions. The results can help companies to understand DCE and develop DCE strategies.

M3 - Paper

ER -

Grønholdt L. Digital Customer Experience: An Emerging Theme in Customer Service Excellence. 2019. Afhandling præsenteret på 22nd QMOD-ICQSS International Conference on Quality and Service Sciences, Krakow, Polen.