NDLI: Customer Experience Management Models: Perspectives from Environment, Psychology and Strategy

Content Provider	IEEE Xplore Digital Library
Author	Zhang Wenmin Sha Zhenquan Li Juan Wang Xiaoyu
Copyright Year	2010
Abstract	Abstract-With ever-increasing competition, service providers seek to achieve a competitive advantage by aggressively designing, continuously innovating, and managing their customer experiences. In this paper we provide an overview of the existing literature on customer experience management models to give Strategic guidance for experience management and further study. According to different research perspectives, we assort all the customer experience management models into three typologies: environmental school's models, psychological school's models and strategical school's models. Environmental school focuses on the designing and management of the environment to influence customer experience. Based on the perspective of psychology, psychological school develops the experience management models on the basis of customer's subjective perceptions. Strategical school considers customer experience management as one of the organization's strategy choice which will enhance the operation management systems guided by the principle of customer-experience-oriented. At last, this paper comments on the advantages and limitations of each school, and suggests the areas require further research.
Starting Page	1
Ending Page	4
File Size	185550
Page Count	4
File Format	PDF
ISBN	9781424453252
DOI	10.1109/ICMSS.2010.5577094
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-08-24
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Biological system modeling Psychology Companies Educational institutions Organizing
Content Type	Text
Resource Type	Article

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