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.
| Original language | English |
|---|---|
| Title of host publication | Proceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS) |
| Editors | Su Mi Dahlgaard-Park, Jens J. Dahlgaard |
| Number of pages | 16 |
| Place of Publication | Lund |
| Publisher | Lund Universitet |
| Publication date | 2014 |
| ISBN (Print) | 9789176230862 |
| Publication status | Published - 2014 |
| Event | 17th QMOD International Conference on Quality and Service Sciences (ICQSS) - Prag, Czech Republic Duration: 3 Sept 2014 → 5 Sept 2014 Conference number: 17 |
Conference
| Conference | 17th QMOD International Conference on Quality and Service Sciences (ICQSS) |
|---|---|
| Number | 17 |
| Country/Territory | Czech Republic |
| City | Prag |
| Period | 03/09/2014 → 05/09/2014 |
| Other | 17th QMOD - ICQSS Conference |
| Sponsor | Prague University of Economics and Business |