超越窘境：以客户体验为主导的企业转型研究方向

Q1 Business, Management and Accounting

AMS Review Pub Date : 2024-06-08 DOI:10.1007/s13162-024-00279-5

Arne De Keyser, Yves Van Vaerenbergh

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引用次数: 0

摘要

了解和管理客户体验（CX）对于旨在提高业务绩效的企业来说至关重要。然而，尽管在改善客户体验方面投入了大量资金，但客户体验管理项目的高失败率表明，有效执行以客户体验为主导的业务转型可能是一个真正的难题。尽管有关企业客户体验的学术文献非常丰富，但有关企业高管和经理如何在组织内部实施企业客户体验的研究仍然有限。Meehan 对 Piyush Gupta 的采访（2024 年--本期）在这方面提供了宝贵的见解，为进一步探索奠定了基础。本文提出了以客户体验为主导的企业转型的初步概念，并确定了客户体验管理新研究流的成熟领域。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Beyond the snafu: Research directions in customer experience-led business transformation

Understanding and managing the customer experience (CX) is paramount for organizations aiming to enhance their business performance. However, despite significant investments in improving CX, the high failure rate of CX management programs shows that effectively executing CX-led business transformations can be a true snafu. While academic literature on CX is abundant, research on how executives and managers can implement CX within their organizations remains limited. Meehan’s interview (2024 – this issue) with Piyush Gupta offers valuable insights into this aspect, serving as a foundation for further exploration. This paper offers an initial conceptualization of a CX-led business transformation and identifies areas ripe for new research streams on CX management.

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来源期刊

AMS Review Business, Management and Accounting-Marketing

CiteScore

14.60

自引率

0.00%

发文量

期刊介绍： The AMS Review is positioned to be the premier journal in marketing that focuses exclusively on conceptual contributions across all sub-disciplines of marketing. It publishes articles that advance the development of market and marketing theory.The AMS Review is receptive to different philosophical perspectives and levels of analysis that range from micro to macro. Especially welcome are manuscripts that integrate research and theory from non-marketing disciplines such as management, sociology, economics, psychology, geography, anthropology, or other social sciences. Examples of suitable manuscripts include those incorporating conceptual and organizing frameworks or models, those extending, comparing, or critically evaluating existing theories, and those suggesting new or innovative theories. Comprehensive and integrative syntheses of research literatures (including quantitative and qualitative meta-analyses) are encouraged, as are paradigm-shifting manuscripts.Manuscripts that focus on purely descriptive literature reviews, proselytize research methods or techniques, or report empirical research findings will not be considered for publication. The AMS Review does not publish manuscripts focusing on practitioner advice or marketing education.