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Journal of Database Marketing & Customer Strategy Management
Article . 2010 . Peer-reviewed
License: Springer TDM
Data sources: Crossref
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Evaluating a model for analyzing methods used for measuring customer experience

Authors: Ruchi Garg; Zillur Rahman; Ishwar Kumar;

Evaluating a model for analyzing methods used for measuring customer experience

Abstract

Several scholars have defined ‘experience’ in customer-centric approaches, varying in perception and measurement techniques, yet this appellation is undermined in terms of its definition and measurement methodologies. In this article, we have analyzed the possible known methods of customer experience measurement, and then identified three major comprehensive techniques for comparison along with their advantages and disadvantages. Further, these three measurement techniques have been assessed on a model framework to suggest its applicability and suitability with the nature of industry. Finally, in the concluding section, we have suggested the most versatile method in terms of its use and applicability with industry types.

  • BIP!
    Impact byBIP!
    selected citations
    These citations are derived from selected sources.
    This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    14
    popularity
    This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
    Top 10%
    influence
    This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    Average
    impulse
    This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
    Average
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Found an issue? Give us feedback
selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
14
Top 10%
Average
Average
bronze