Eintrag weiter verarbeiten
Strategic B2B customer experience management: the importance of outcomes-based measures
Gespeichert in:
| Zeitschriftentitel: | Journal of Services Marketing |
|---|---|
| Personen und Körperschaften: | , , , , , , , , , |
| In: | Journal of Services Marketing, 31, 2017, 2, S. 172-184 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
|
| Schlagwörter: |
| author_facet |
Zolkiewski, Judy Story, Victoria Burton, Jamie Chan, Paul Gomes, Andre Hunter-Jones, Philippa O’Malley, Lisa Peters, Linda D. Raddats, Chris Robinson, William Zolkiewski, Judy Story, Victoria Burton, Jamie Chan, Paul Gomes, Andre Hunter-Jones, Philippa O’Malley, Lisa Peters, Linda D. Raddats, Chris Robinson, William |
|---|---|
| author |
Zolkiewski, Judy Story, Victoria Burton, Jamie Chan, Paul Gomes, Andre Hunter-Jones, Philippa O’Malley, Lisa Peters, Linda D. Raddats, Chris Robinson, William |
| spellingShingle |
Zolkiewski, Judy Story, Victoria Burton, Jamie Chan, Paul Gomes, Andre Hunter-Jones, Philippa O’Malley, Lisa Peters, Linda D. Raddats, Chris Robinson, William Journal of Services Marketing Strategic B2B customer experience management: the importance of outcomes-based measures Marketing |
| author_sort |
zolkiewski, judy |
| spelling |
Zolkiewski, Judy Story, Victoria Burton, Jamie Chan, Paul Gomes, Andre Hunter-Jones, Philippa O’Malley, Lisa Peters, Linda D. Raddats, Chris Robinson, William 0887-6045 Emerald Marketing http://dx.doi.org/10.1108/jsm-10-2016-0350 <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework and outlines a future research agenda.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>This paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. As a consequence, it has inevitable limitations resulting from the lack of empirical evidence to support the reconceptualisation.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>Existing measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input- and output-based measures, widely used in a business-to-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focussing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Social implications</jats:title> <jats:p>Improving the understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures and “Big Data” to offer potential solutions to the measurement problems identified.</jats:p> </jats:sec> Strategic B2B customer experience management: the importance of outcomes-based measures Journal of Services Marketing |
| doi_str_mv |
10.1108/jsm-10-2016-0350 |
| facet_avail |
Online |
| finc_class_facet |
Wirtschaftswissenschaften |
| format |
ElectronicArticle |
| fullrecord |
blob:ai-49-aHR0cDovL2R4LmRvaS5vcmcvMTAuMTEwOC9qc20tMTAtMjAxNi0wMzUw |
| id |
ai-49-aHR0cDovL2R4LmRvaS5vcmcvMTAuMTEwOC9qc20tMTAtMjAxNi0wMzUw |
| institution |
DE-Bn3 DE-Brt1 DE-D161 DE-Gla1 DE-Zi4 DE-15 DE-Pl11 DE-Rs1 DE-105 DE-14 DE-Ch1 DE-L229 DE-D275 |
| imprint |
Emerald, 2017 |
| imprint_str_mv |
Emerald, 2017 |
| issn |
0887-6045 |
| issn_str_mv |
0887-6045 |
| language |
English |
| mega_collection |
Emerald (CrossRef) |
| match_str |
zolkiewski2017strategicb2bcustomerexperiencemanagementtheimportanceofoutcomesbasedmeasures |
| publishDateSort |
2017 |
| publisher |
Emerald |
| recordtype |
ai |
| record_format |
ai |
| series |
Journal of Services Marketing |
| source_id |
49 |
| title |
Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_unstemmed |
Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_full |
Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_fullStr |
Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_full_unstemmed |
Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_short |
Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_sort |
strategic b2b customer experience management: the importance of outcomes-based measures |
| topic |
Marketing |
| url |
http://dx.doi.org/10.1108/jsm-10-2016-0350 |
| publishDate |
2017 |
| physical |
172-184 |
| description |
<jats:sec>
<jats:title content-type="abstract-subheading">Purpose</jats:title>
<jats:p>The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title>
<jats:p>This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Findings</jats:title>
<jats:p>The paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework and outlines a future research agenda.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Research limitations/implications</jats:title>
<jats:p>This paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. As a consequence, it has inevitable limitations resulting from the lack of empirical evidence to support the reconceptualisation.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Practical implications</jats:title>
<jats:p>Existing measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input- and output-based measures, widely used in a business-to-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focussing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Social implications</jats:title>
<jats:p>Improving the understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Originality/value</jats:title>
<jats:p>This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures and “Big Data” to offer potential solutions to the measurement problems identified.</jats:p>
</jats:sec> |
| container_issue |
2 |
| container_start_page |
172 |
| container_title |
Journal of Services Marketing |
| container_volume |
31 |
| format_de105 |
Article, E-Article |
| format_de14 |
Article, E-Article |
| format_de15 |
Article, E-Article |
| format_de520 |
Article, E-Article |
| format_de540 |
Article, E-Article |
| format_dech1 |
Article, E-Article |
| format_ded117 |
Article, E-Article |
| format_degla1 |
E-Article |
| format_del152 |
Buch |
| format_del189 |
Article, E-Article |
| format_dezi4 |
Article |
| format_dezwi2 |
Article, E-Article |
| format_finc |
Article, E-Article |
| format_nrw |
Article, E-Article |
| _version_ |
1792346020526424070 |
| geogr_code |
not assigned |
| last_indexed |
2024-03-01T17:32:15.848Z |
| geogr_code_person |
not assigned |
| openURL |
url_ver=Z39.88-2004&ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fvufind.svn.sourceforge.net%3Agenerator&rft.title=Strategic+B2B+customer+experience+management%3A+the+importance+of+outcomes-based+measures&rft.date=2017-04-10&genre=article&issn=0887-6045&volume=31&issue=2&spage=172&epage=184&pages=172-184&jtitle=Journal+of+Services+Marketing&atitle=Strategic+B2B+customer+experience+management%3A+the+importance+of+outcomes-based+measures&aulast=Robinson&aufirst=William&rft_id=info%3Adoi%2F10.1108%2Fjsm-10-2016-0350&rft.language%5B0%5D=eng |
| SOLR | |
| _version_ | 1792346020526424070 |
| author | Zolkiewski, Judy, Story, Victoria, Burton, Jamie, Chan, Paul, Gomes, Andre, Hunter-Jones, Philippa, O’Malley, Lisa, Peters, Linda D., Raddats, Chris, Robinson, William |
| author_facet | Zolkiewski, Judy, Story, Victoria, Burton, Jamie, Chan, Paul, Gomes, Andre, Hunter-Jones, Philippa, O’Malley, Lisa, Peters, Linda D., Raddats, Chris, Robinson, William, Zolkiewski, Judy, Story, Victoria, Burton, Jamie, Chan, Paul, Gomes, Andre, Hunter-Jones, Philippa, O’Malley, Lisa, Peters, Linda D., Raddats, Chris, Robinson, William |
| author_sort | zolkiewski, judy |
| container_issue | 2 |
| container_start_page | 172 |
| container_title | Journal of Services Marketing |
| container_volume | 31 |
| description | <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework and outlines a future research agenda.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>This paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. As a consequence, it has inevitable limitations resulting from the lack of empirical evidence to support the reconceptualisation.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>Existing measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input- and output-based measures, widely used in a business-to-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focussing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Social implications</jats:title> <jats:p>Improving the understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures and “Big Data” to offer potential solutions to the measurement problems identified.</jats:p> </jats:sec> |
| doi_str_mv | 10.1108/jsm-10-2016-0350 |
| facet_avail | Online |
| finc_class_facet | Wirtschaftswissenschaften |
| format | ElectronicArticle |
| format_de105 | Article, E-Article |
| format_de14 | Article, E-Article |
| format_de15 | Article, E-Article |
| format_de520 | Article, E-Article |
| format_de540 | Article, E-Article |
| format_dech1 | Article, E-Article |
| format_ded117 | Article, E-Article |
| format_degla1 | E-Article |
| format_del152 | Buch |
| format_del189 | Article, E-Article |
| format_dezi4 | Article |
| format_dezwi2 | Article, E-Article |
| format_finc | Article, E-Article |
| format_nrw | Article, E-Article |
| geogr_code | not assigned |
| geogr_code_person | not assigned |
| id | ai-49-aHR0cDovL2R4LmRvaS5vcmcvMTAuMTEwOC9qc20tMTAtMjAxNi0wMzUw |
| imprint | Emerald, 2017 |
| imprint_str_mv | Emerald, 2017 |
| institution | DE-Bn3, DE-Brt1, DE-D161, DE-Gla1, DE-Zi4, DE-15, DE-Pl11, DE-Rs1, DE-105, DE-14, DE-Ch1, DE-L229, DE-D275 |
| issn | 0887-6045 |
| issn_str_mv | 0887-6045 |
| language | English |
| last_indexed | 2024-03-01T17:32:15.848Z |
| match_str | zolkiewski2017strategicb2bcustomerexperiencemanagementtheimportanceofoutcomesbasedmeasures |
| mega_collection | Emerald (CrossRef) |
| physical | 172-184 |
| publishDate | 2017 |
| publishDateSort | 2017 |
| publisher | Emerald |
| record_format | ai |
| recordtype | ai |
| series | Journal of Services Marketing |
| source_id | 49 |
| spelling | Zolkiewski, Judy Story, Victoria Burton, Jamie Chan, Paul Gomes, Andre Hunter-Jones, Philippa O’Malley, Lisa Peters, Linda D. Raddats, Chris Robinson, William 0887-6045 Emerald Marketing http://dx.doi.org/10.1108/jsm-10-2016-0350 <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework and outlines a future research agenda.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>This paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. As a consequence, it has inevitable limitations resulting from the lack of empirical evidence to support the reconceptualisation.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>Existing measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input- and output-based measures, widely used in a business-to-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focussing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Social implications</jats:title> <jats:p>Improving the understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures and “Big Data” to offer potential solutions to the measurement problems identified.</jats:p> </jats:sec> Strategic B2B customer experience management: the importance of outcomes-based measures Journal of Services Marketing |
| spellingShingle | Zolkiewski, Judy, Story, Victoria, Burton, Jamie, Chan, Paul, Gomes, Andre, Hunter-Jones, Philippa, O’Malley, Lisa, Peters, Linda D., Raddats, Chris, Robinson, William, Journal of Services Marketing, Strategic B2B customer experience management: the importance of outcomes-based measures, Marketing |
| title | Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_full | Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_fullStr | Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_full_unstemmed | Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_short | Strategic B2B customer experience management: the importance of outcomes-based measures |
| title_sort | strategic b2b customer experience management: the importance of outcomes-based measures |
| title_unstemmed | Strategic B2B customer experience management: the importance of outcomes-based measures |
| topic | Marketing |
| url | http://dx.doi.org/10.1108/jsm-10-2016-0350 |