Customer experience management in the age of big data analytics

Show simple item record

dc.contributor Hanken School of Economics, Marketing, Helsinki en
dc.contributor Hanken School of Economics, Marketing, Helsinki en
dc.contributor Hanken School of Economics, Marketing, Vaasa en
dc.contributor.author Holmlund, Maria
dc.contributor.author Van Vaerenbergh, Yves
dc.contributor.author Ciuchita, Robert
dc.contributor.author Ravald, Annika
dc.contributor.author Sarantopoulos, Panagiotis
dc.contributor.author Villarroel Ordenes, Francisco
dc.contributor.author Zaki, Mohamed
dc.date.accessioned 2020-03-23T06:19:01Z
dc.date.available 2020-03-23T06:19:01Z
dc.date.issued 2020-02-06
dc.identifier.citation Holmlund , M , Van Vaerenbergh , Y , Ciuchita , R , Ravald , A , Sarantopoulos , P , Villarroel Ordenes , F & Zaki , M 2020 , ' Customer experience management in the age of big data analytics : A strategic framework ' , Journal of Business Research , vol. 116 , pp. 356-365 . https://doi.org/10.1016/j.jbusres.2020.01.022 en
dc.identifier.issn 0148-2963
dc.identifier.other PURE: 20282312
dc.identifier.other PURE UUID: 70ce579c-4e31-4e00-a2bd-a7f7f249c268
dc.identifier.other Scopus: 85079057761
dc.identifier.other Mendeley: 08410859-f389-3353-981b-cc5b0e07cd3e
dc.description.abstract Customer experience (CX) has emerged as a sustainable source of competitive differentiation. Recent developments in big data analytics (BDA) have exposed possibilities to unlock customer insights for customer experience management (CXM). Research at the intersection of these two fields is scarce and there is a need for conceptual work that (1) provides an overview of opportunities to use BDA for CXM and (2) guides management practice and future research. The purpose of this paper is therefore to develop a strategic framework for CXM based on CX insights resulting from BDA. Our conceptualisation is comprehensive and is particularly relevant for researchers and practitioners who are less familiar with the potential of BDA for CXM. For managers, we provide a step-by-step guide on how to kick-start or implement our strategic framework. For researchers, we propose some opportunities for future studies in this promising research area. en
dc.format.extent 10
dc.language.iso eng
dc.relation.ispartof Journal of Business Research
dc.relation.uri http://www.scopus.com/inward/record.url?scp=85079057761&partnerID=8YFLogxK
dc.relation.uri https://www.sciencedirect.com/science/article/pii/S0148296320300345?dgcid=rss_sd_all&utm_source=researcher_app&utm_medium=referral&utm_campaign=RESR_MRKT_Researcher_inbound
dc.relation.uri http://www.mendeley.com/catalogue/customer-experience-management-age-big-data-analytics-strategic-framework
dc.rights en
dc.subject 512 Business and Management en
dc.subject Customer experience en
dc.subject Customer experience management en
dc.subject Customer experience insight en
dc.subject Big data analytics en
dc.subject Customers and Relations en
dc.subject KOTA2020 en
dc.subject PREM2020_04 en
dc.subject 2 - Hybrid open access publication channel en
dc.subject 1 - Self archived en
dc.subject https://helda.helsinki.fi/dhanken/handle/10227/311667 en
dc.subject 1- Minst en av författarna har en utländsk affiliation en
dc.subject 1- Publicerad utomlands en
dc.subject 0- Ingen affiliation med ett företag en
dc.subject AoS: Competition economics and service strategy - Service and customer-oriented management en
dc.subject Yes en
dc.subject SDG 9 - Industry, Innovation, and Infrastructure en
dc.title Customer experience management in the age of big data analytics en
dc.title A strategic framework en
dc.type Article
dc.description.version Peer reviewed
dc.identifier.doi https://doi.org/10.1016/j.jbusres.2020.01.022
dc.type.uri info:eu-repo/semantics/other
dc.type.uri info:eu-repo/semantics/publishedVersion
dc.contributor.pbl
dc.contributor.pbl

Files in this item

Total number of downloads: Loading...

Files Size Format View
MHetal_CXMJBROpenAcces.pdf 937.2Kb PDF View/Open

This item appears in the following Collection(s)

Show simple item record