Abstract
Much research has been conducted into the determinants of customer experience. However, these studies do not include relationship norms as a possible determinant of customer experience. Nevertheless, there are strong indications that the relationship norms used by a customer are an important factor in customer behaviour and customer experience. The purpose of this PhD thesis was to investigate the influence of relational models on customer experience and to explain possible differences in presence of relational models. This thesis describes the results of two studies. The findings are interesting for organisations that want to improve customer experience.
| Translated title of the contribution | Betekenisvolle Klantrelaties |
|---|---|
| Original language | English |
| Title of host publication | IV International Marketing Congress MKT2DAY |
| Publication status | Published - 13 Sept 2024 |
| Event | IV International Marketing Congress MKT2DAY, Universidad San Ignacio de Loyola, Lima, Peru - Online, Lima, Peru Duration: 13 Sept 2024 → 15 Sept 2024 |
Conference
| Conference | IV International Marketing Congress MKT2DAY, Universidad San Ignacio de Loyola, Lima, Peru |
|---|---|
| Country/Territory | Peru |
| City | Lima |
| Period | 13/09/24 → 15/09/24 |
Keywords
- customer experience
Research Focus Areas Hanze University of Applied Sciences * (mandatory by Hanze)
- Entrepreneurship
Publinova themes
- ICT and Media
- Economics and Management
- People and Society
