Customer Experience Measurement, Usage, and Outcomes

Vortragende: Juliane Köninger

Datum & Uhrzeit: 16.12.20, 16 Uhr s.t.

Gastgeber: Prof. Dr. Matthias Gouthier

Titel: Customer Experience Measurement, Usage, and Outcomes: An Empirical Investigation

Zusammenfassung:
For the enduring success of a company, not only satisfied but especially loyal customers are essential. To achieve the goal of attaining satisfied, delighted and loyal customers, outstanding customer experiences are required. Therefore, customer experience management as the task of designing, delivering, and measuring customer experiences increasingly gains in importance in practice as well as in science. Whereas customer experience from a customer’s point of view is primarily in the focus of research, the firm’s perspective has barely been addressed. Alongside the measurement and usage of the customer experience information, it is of great relevance for practitioners and researchers to gain more insights on the outcomes of the customer experience management function.

The dissertation will contribute to closing the identified research gaps in the field of customer experience from a companies’ perspective by analyzing the measurement and usage of customer experience information in practice as well as investigating the outcomes of the customer experience management.
The research objectives of the dissertation will be achieved by conducting a comprehensive literature review, an international and cross-industry qualitative study as well as a quantitative study. Having the combination of both qualitative and quantitative methods, this dissertation will provide a holistic picture with in-depth qualitative insights and a quantitative investigation.