Customer Experience Management and Business Performance

Lars Grønholdt, Anne Martensen, Stig Jørgensen, Peter Jensen

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

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.
Original languageEnglish
Title of host publicationProceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS)
EditorsSu Mi Dahlgaard-Park, Jens J. Dahlgaard
Number of pages16
Place of PublicationLund
PublisherLund Universitet
Publication date2014
ISBN (Print)9789176230862
Publication statusPublished - 2014
Event17th QMOD International Conference on Quality and Service Sciences (ICQSS) - Prag, Czech Republic
Duration: 3 Sep 20145 Sep 2014
Conference number: 17

Conference

Conference17th QMOD International Conference on Quality and Service Sciences (ICQSS)
Number17
CountryCzech Republic
CityPrag
Period03/09/201405/09/2014
Other17th QMOD - ICQSS Conference
SponsorUniversity of Economics, Prague

Cite this

Grønholdt, L., Martensen, A., Jørgensen, S., & Jensen, P. (2014). Customer Experience Management and Business Performance. In S. M. Dahlgaard-Park, & J. J. Dahlgaard (Eds.), Proceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS) Lund: Lund Universitet.
Grønholdt, Lars ; Martensen, Anne ; Jørgensen, Stig ; Jensen, Peter. / Customer Experience Management and Business Performance. Proceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS). editor / Su Mi Dahlgaard-Park ; Jens J. Dahlgaard. Lund : Lund Universitet, 2014.
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Grønholdt, L, Martensen, A, Jørgensen, S & Jensen, P 2014, Customer Experience Management and Business Performance. in SM Dahlgaard-Park & JJ Dahlgaard (eds), Proceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS). Lund Universitet, Lund, Prag, Czech Republic, 03/09/2014.

Customer Experience Management and Business Performance. / Grønholdt, Lars; Martensen, Anne; Jørgensen, Stig; Jensen, Peter.

Proceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS). ed. / Su Mi Dahlgaard-Park; Jens J. Dahlgaard. Lund : Lund Universitet, 2014.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

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N1 - The paper was nominated to “Best paper award” at the conference.

PY - 2014

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N2 - 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.

AB - 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.

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Grønholdt L, Martensen A, Jørgensen S, Jensen P. Customer Experience Management and Business Performance. In Dahlgaard-Park SM, Dahlgaard JJ, editors, Proceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS). Lund: Lund Universitet. 2014