Volume 07 Issue 11 November 2024
Mboungou Mouyabi Seke
University of the Witwatersrand, Johannesburg
DOI : https://doi.org/10.47191/ijsshr/v7-i11-12Google Scholar Download Pdf
ABSTRACT
In the fast-paced and dynamic landscape of the 21st century, businesses face unprecedented challenges and opportunities driven by rapid technological advancements and shifting consumer behaviour. This study explores the evolution of business practices in this context, with a specific focus on the primacy of the customer experience as a strategic imperative. Motivated by the imperative for businesses to adapt and stay relevant in an ever-changing environment, this study conducts a direct observation analysis to elucidate the intricate dynamics that shape contemporary business strategies. Drawing on a selection of compelling case studies, this study substantiates its findings by showcasing real-world examples of organisations that have successfully leveraged customer experience as a cornerstone of their competitive advantage. Through this exploration, the author asserts the pivotal role of customer centricity in driving sustainable growth and fostering enduring relationships with consumers in modern marketplaces.
KEYWORDS:Customer Experience, Case studies, direct observation
REFERENCES1) Agha, A. A., Rashid, A., Rasheed, R., Khan, S., & Khan, U. (2021). Antecedents of customer loyalty at telecomm sector. Turkish Online Journal of Qualitative Inquiry, 12(9).
2) Ahlstrom, D., Arregle, J. L., Hitt, M. A., Qian, G., Ma, X., & Faems, D. (2020). Managing technological, sociopolitical, and institutional change in the new normal. Journal of Management Studies, 57(3), 411–437.
3) Aiginger, K., & Rodrik, D. (2020). Rebirth of industrial policy and an agenda for the twenty-first century. Journal of Industry, Competition and Trade, 20, 189–207.
4) Aigwi, I. E., Filippova, O., Ingham, J., & Phipps, R. (2020). Unintended consequences of the earthquake-prone building legislation: An evaluation of two city centre regeneration strategies in New Zealand’s provincial areas. International Journal of Disaster Risk Reduction, 49, 101644.
5) Al-Dmour, R., AlShaar, F., Al-Dmour, H., Masa’Deh, R., & Alshurideh, M. T. (2021). The effect of service recovery justices strategies on online customer engagement via the role of “customer satisfaction” during the Covid-19 pandemic: An empirical study. The effect of coronavirus disease (COVID-19) on business intelligence (pp. 325–346).
6) Al-Hawary, S. I. S., & Alhajri, T. M. S. (2020). Effect of electronic customer relationship management on customers’ electronic satisfaction of communication companies in Kuwait.
7) Allioui, H., & Mourdi, Y. (2023). Unleashing the potential of AI: Investigating cutting-edge technologies that are transforming businesses. International Journal of Computer Engineering and Data Science (IJCEDS), 3(2), 1–12.
8) Alzoubi, H., Alshurideh, M., Kurdi, B., Akour, I., & Aziz, R. (2022). Does BLE technology contribute towards improving marketing strategies, customers’ satisfaction and loyalty? The role of open innovation. International Journal of Data and Network Science, 6(2), 449–460.
9) Amit, R., & Zott, C. (2020). Business model innovation strategy: Transformational concepts and tools for entrepreneurial leaders.HTML.
10) Artusi, F., Bellini, E., Dell’Era, C., & Verganti, R. (2020). Designing an Omni-Experience to Save Retailing. Research-Technology Management. https://doi.org/10.1080/08956308.2020.1733886
11) Aryal, K., Maraseni, T., & Apan, A. (2022). How much do we know about trade-offs in ecosystem services? A systematic review of empirical research observations. Science of the Total Environment.Usq.Edu.Au.
12) Balio, S., & Casais, B. (2021). A content marketing framework to analyze customer engagement on social media. In Research Anthology on Strategies for Using social media as a Service and Tool in Business (pp. 320–336). IGI Global.
13) Baquero, A. (2022). Net promoter score (NPS) and customer satisfaction: Relationship and efficient management. Sustainability.Mdpi.Com.
14) Barlow, P., Gleeson, D., O’Brien, P., & Labonte, R. (2022). Industry influence over global alcohol policies via the World Trade Organization: A qualitative analysis of discussions on alcohol health warning labelling, 2010–19. The Lancet Global Health, 10(3), 429–437.
15) Basari, M. A. M. D., & Shamsudin, M. F. (2020). Does customer satisfaction matters? Journal of Undergraduate Social Science and Technology, 2(1).
16) Bascur, C., & Rusu, C. (2020). Customer experience in retail: A systematic literature review. Applied Sciences, 10(21), 7644.
17) Becker, L., & Jaakkola, E. (2020). Customer experience: Fundamental premises and implications for research. Journal of the Academy of Marketing Science.Springer.Com.
18) Behare, N., Waghulkar, S., & Shah, S. A. (2018). A theoretical perspective on customer experience (CX) in digital business strategy. 1–7.
19) Bouncken, R. B., Kraus, S., & Roig-Tierno, N. (2021). Knowledge-and innovation-based business models for future growth: Digitalized business models and portfolio considerations. Review of Managerial Science.Upv.Es.
20) Bourreau, M., Moreau, F., & Wikström, P. (2022). Does digitization lead to the homogenization of cultural content? Economic Inquiry.Qut.Edu.Au.
21) Cao, L., Sarkar, S., Ramesh, B., Mohan, K., & Park, E. H. (2024). Shift of ambidexterity modes: An empirical investigation of the impact of artificial intelligence in customer service. International Journal of Information Management, 76, 102773.
22) Carayannis, E. G., & Morawska-Jancelewicz, J. (2022). The futures of Europe: Society 5.0 and Industry 5.0 as driving forces of future universities. Journal of the Knowledge Economy, 13(4), 3445–3471.
23) Carvalho, A. M., Sampaio, P., Rebentisch, E., & Saraiva, P. (2021). 35 years of excellence, and perspectives ahead for excellence 4.0. Total Quality Management & Business Excellence, 32(11–12), 1215–1248.
24) Ciampi, F., Demi, S., Magrini, A., Marzi, G., & Papa, A. (2021). Exploring the impact of big data analytics capabilities on business model innovation: The mediating role of entrepreneurial orientation. Journal of Business Research, 123, 1–13.
25) Clarenbach, U. (2020). An examination of strategic leadership in a dynamic context: The case of the German automobile manufacturer, BMW.worktribe.com.
26) Cleveland, M., Papadopoulos, N., & Laroche, M. (2022). Global consumer culture and national identity as drivers of materialism: An international study of convergence and divergence. International Marketing Review, 39(2), 207–241.
27) Covin, J. G., Rigtering, J. C., Hughes, M., Kraus, S., Cheng, C. F., & Bouncken, R. B. (2020). Individual and team entrepreneurial orientation: Scale development and configurations for success. Journal of Business Research, 112, 1–12.
28) Coyne, S. (2022). Sustainable leadership: Rewire your brain for sustainable success. Transpersonal Leadership in Action.Amazonaws.Com.
29) Cukier, K. (2021). Commentary: How AI shapes consumer experiences and expectations. Journal of Marketing.Sagepub.Com.
30) Dash, S., Ahmad, M., & Iqbal, T. (2021). Mobile cloud computing: A green perspective. Intelligent Systems: Proceedings of ICMIB 2020, 523–533.
31) Davison, C. W., Rahbek, C., & Morueta‐Holme, N. (2021). Land‐use change and biodiversity: Challenges for assembling evidence on the greatest threat to nature. Global Change Biology, 27(21), 5414–5429.
32) De Keyser, A., Lemon, K., Klaus, P., & Keiningham, T. (2015). A Framework for Understanding and Managing the Customer Experience.
33) De Mendonca, T. R., & Zhou, Y. (2019). Environmental performance, customer satisfaction, and profitability: A study among large US companies. Sustainability, 11(19), 5418.
34) Diebner, R., Silliman, E., Ungerman, K., & Vancauwenberghe, M. (2020). Adapting customer experience in the time of coronavirus. McKinsey & Company, 2(beyondretail.com.au).
35) Dignath, C., & Veenman, M. V. J. (2021). The role of direct strategy instruction and indirect activation of self-regulated learning—Evidence from classroom observation studies. Educational Psychology Review.Springer.Com.
36) Ding, K., Gong, X. Y., Huang, T., & Choo, W. C. (2024). Recommend or not: A comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation. European Research on Management and Business Economics, 30(1), 100236.
37) Elyoussoufi, S., Mazouzi, M., Cherrafi, A., & Elbaz, J. (2023). The excellence heart 2.0: A holistic model for sustained and innovative business excellence tested in an HVAC company. International Journal of Business Performance and Supply Chain Modelling, 14(2), 204–228.
38) Emmett, J., Komm, A., Moritz, S., & Schultz, F. (2021). This time it’s personal: Shaping the ‘new possible’ through employee experience. McKinsey & Company., 12, 1–8. https://con-voy.com/wp-content/uploads/2022-04-McKinsey-the-new-possible-through-employee-experience.pdf
39) Ervits, I. (2021). CSR reporting by Chinese and Western MNEs: Patterns combining formal homogenization and substantive differences. International Journal of Corporate Social Responsibility.Springer.Com.
40) Fu, Q., Abdul Rahman, A. A., Jiang, H., Abbas, J., & Comite, U. (2022). Sustainable supply chain and business performance: The impact of strategy, network design, information systems, and organizational structure. Sustainability.Mdpi.Com.
41) Gao, L., Melero, I., & Sese, F. J. (2020). Multichannel integration along the customer journey: A systematic review and research agenda. The Service Industries Journal.Researchgate.Net.
42) Gibson, S., Hsu, M. K., & Zhou, X. (2022). Convenience stores in the digital age: A focus on the customer experience and revisit intentions. Journal of Retailing and Consumer Services.HTML.
43) Gustafsson, A. (2009). Customer satisfaction with service recovery. Journal of Business Research, 62(11), 1220–1222.
44) Ha, M.-T. (2021). The impact of customer experience on customer satisfaction and customer loyalty. Turkish Journal of Computer and Mathematics Education, 12(14), 1027–1038.
45) Haleem, A., Javaid, M., Qadri, M. A., Singh, R. P., & Suman, R. (2022). Artificial intelligence (AI) applications for marketing: A literature-based study. International Journal of Intelligent Networks, 3, 119–132.
46) Hallencreutz, J., & Parmler, J. (2021). Important drivers for customer satisfaction – from product focus to image and service quality. Total Quality Management & Business Excellence, 32(5–6), 501–510. a. https://doi.org/10.1080/14783363.2019.1594756
47) Hamzah, A. A., & Shamsudin, M. F. (2020). Why customer satisfaction is important to business? Journal of Undergraduate Social Science and Technology, 1(1).
48) Han, Y. (2022). Understanding the mechanisms underlying the relationship between empowering leadership and team creativity in customer contact services..essex.ac.uk.
49) Harris, S., Folkes, C., Tyrell, K., & Brown, D. (2020). Nurturing customer service culture in an experience economy.
50) Henares, H. (2020). Approach to corporate social responsibility management strategy: Case comparison study of the United States Ford Motor Company and Germany’s BMW Group.fgv.br.
51) Henderson, R. (2021). Innovation in the 21st century: Architectural change, purpose, and the challenges of our time. Management Science.Informs.Org.
52) Henrikson, N. B., Anderson, M. L., Dickerson, J., Ewing, J. J., Garcia, R., Keast, E., & Banegas, M. P. (2022). The Cancer Financial Experience (CAFÉ) study: Randomized controlled trial of a financial navigation intervention to address cancer-related financial hardship. Trials, 23(1), 402.
53) Holt, K. (2022). Differentiation Strategy: Winning Customers by Being Different.HTML.
54) House, R. J., Hanges, P. J., Javidan, M., Dorfman, P. W., & Gupta, V. (2004). Culture, leadership, and organizations: The GLOBE study of 62 societies. Sage publications.
55) Imbug, N., Ambad, S. N. A., & Bujang, I. (2018). The Influence of Customer Experience on Customer Loyalty in Telecommunication Industry. International Journal of Academic Research in Business and Social Sciences. https://doi.org/10.6007/ijarbss/v8-i3/3909
56) Jaramillo, S., Deitz, G., Hansen, J. D., & Babakus, E. (2023). Taking the measure of net promoter score: An assessment of construct and predictive validity. International Journal of Market Research, 14707853231213274(TML).
57) Juergensen, J., Guimón, J., & Narula, R. (2020). European SMEs amidst the COVID-19 crisis: Assessing impact and policy responses. Journal of Industrial and Business Economics, 47(3), 499–510.
58) Kalogiannidis, S., Kontsas, S., & Papaevangelou, O. (2022). Influence of Strategic Marketing Approaches in Business Communication. Business Management and Strategy, 13(1), 48–63.
59) Kaur, B., Kiran, S., Grima, S., & Rupeika-Apoga, R. (2021). Digital banking in Northern India: The risks on customer satisfaction. Risks.Mdpi.Com.
60) Kaur, P., Talwar, S., Madanaguli, A., Srivastava, S., & Dhir, A. (2022). Corporate social responsibility (CSR) and hospitality sector: Charting new frontiers for restaurant businesses. Journal of Business Research, 144, 1234–1248.
61) Keiningham, T., Aksoy, L., Bruce, H. L., Cadet, F., Clennell, N., Hodgkinson, I. R., & Kearney, T. (2020). Customer experience driven business model innovation. Journal of Business Research, 116, 431–440.
62) Khanh, Q. V., Hoai, N. V., Manh, L. D., Le, A. N., & Jeon, G. (2022). Wireless communication technologies for IoT in 5G: Vision, applications, and challenges. Wireless Communications and Mobile Computing, 1–12.
63) Kidokoro, T., Fukuda, R., & Sho, K. (2022). Gentrification in Tokyo: Formation of the Tokyo west creative industry cluster. International Journal of Urban and Regional Research, 46(6), 1055–1077.
64) Kim, M., Lee, E., Kim, S. J., Cha, J., & Cichy, R. F. (2023). Impact of indoor environmental quality on hotel guests’ behaviors. International Journal of Hospitality & Tourism Administration, 24(2), 288–313.
65) Kotler, P., Kartajaya, H., & Setiawan, I. (2021). Marketing 5.0: Technology for humanity.HTML.
66) Kukkamalla, P. K. (2020). Orchestrating organisational transformation for business model innovation towards servitization in the automotive industry.udg.edu.
67) Kumar, P., & Mokha, A. K. (2022). Electronic customer relationship management (E-CRM) and customer loyalty: The mediating role of customer satisfaction in the banking industry. International Journal of E-Business Research (IJEBR, 18(1), 1-22-.
68) Kumar, S., & Almoula, T. S. (2020). A comparative study of customer service level based on service marketing mix (7Ps) in selected public and private sector banks in Bhopal, MP, India, by using mystery shopping as a tool. International Journal of Financial Services Management, 10(3), 239–267.
69) Kumar, S., & Kumar, C. D. P. (2022). The Shift in Marketing Based on Emerging Customer Experience.
70) Kurdi, B., Alshurideh, M., & Alnaser, A. (2020). The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Management Science Letters, 10(15), 3561–3570.
71) Kurecic, P., & Furdi, I. (2021). International trade of the Republic of Croatia with the European Union: Trends and perspectives. Economic and Social Development: Book of Proceedings, 509–520.
72) Kyere, M., & Ausloos, M. (2021). Corporate governance and firms financial performance in the United Kingdom. International Journal of Finance & Economics, 26(2), 1871–1885.
73) Lee, S. (2021). Transforming the theme park customer experience: Focusing on Disney’s MyMagic.seoul.edu.
74) Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96.
75) Lina, R. (2022). Improving Product Quality and Satisfaction as Fundamental Strategies in Strengthening Customer Loyalty. Jurnal Mahasiswa Ekonomi & Bisnis.pseb.or.id.
76) Liu, Y., Soroka, A., Han, L., Jian, J., & Tang, M. (2020). Cloud-based big data analytics for customer insight-driven design innovation in SMEs. International Journal of Information Management, 51, 102034.
77) Liu, Y., Xu, X., Sadd, M., Kapitanova, O. O., Krivchenko, V. A., Ban, J., & Matic, A. (2021). Insight into the critical role of exchange current density on electrodeposition behavior of lithium metal. Advanced Science, 8(5), 2003301.
78) Lubis, A. T., Irawati, N., & Sembiring, K. B. F. (2020). The Impact of life style and social media on purchasing decisions in B-One cafe, Medan. International Journal of Research and Review, 7(2), 32–40.
79) Luo, Y. (2021). New OLI advantages in digital globalization. International Business Review.HTML.
80) Makudza, F. (2020). Augmenting Customer Loyalty Through Customer Experience Management in the Banking Industry. Journal of Asian Business and Economic Studies. https://doi.org/10.1108/jabes-01-2020-0007
81) Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business & Management, 9(1), 2082015.
82) Marcello, A. (2022). Integration of Video Game Play and Storytelling in Theme Park Environmental Design.ucf.edu.
83) Mares, K. (2023). CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer. Greenleaf Book Group Press.
84) Mariani, M. M., & Nambisan, S. (2021). Innovation analytics and digital innovation experimentation: The rise of research-driven online review platforms. Technological Forecasting and Social Change.Reading.Ac.Uk.
85) Marks, A., & Al-Ali, M. (2022). Digital transformation in higher education: A framework for maturity assessment. In COVID-19 challenges to university information technology governance (pp. 61–81). Springer International Publishing.cardiff.ac.uk.
86) McGunagle, D., & Zizka, L. (2020). Employability skills for 21st-century STEM students: The employers’ perspective. Higher Education, Skills and Work-Based Learning, 10(3), 591–606.
87) Mehta, S., Saxena, T., & Purohit, N. (2020). The new consumer behaviour paradigm amid COVID-19: Permanent or transient? Journal of Health Management, 22(2), 291–301.
88) Miles, V. (2022). Mediterranean Meals on a Budget.HTML.
89) Miller, R. K. (2021). Food Beverage Market Research Handbook.gci.edu.np.
90) Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty. The Journal of Asian Finance, Economics and Business, 7(8), 395–405.
91) Nguyen, N. Q. (2020). Experience Economy: Designing Memorable Tourist Experiences (Case: Cam Uyen Hotel).theseus.fi.
92) Okada, I. (2020). A review of theoretical studies on indirect reciprocity. Games.Mdpi.Com.
93) Paiola, M., & Gebauer, H. (2020). Internet of things technologies, digital servitization and business model innovation in BtoB manufacturing firms. Industrial Marketing Management.Dt-Lab.It.
94) Pan, Y., & Zhang, L. (2021). Roles of artificial intelligence in construction engineering and management: A critical review and future trends. In Automation in Construction.usp.br.
95) Park, E., Kang, J., Choi, D., & Han, J. (2020). Understanding customers’ hotel revisiting behaviour: A sentiment analysis of online feedback reviews. Current Issues in Tourism, 23(5), 605–611.
96) Pei, X.-L., Guo, J.-N., Wu, T., Zhou, W., & Yeh, S. (2020). Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations. Sustainability. https://doi.org/10.3390/su12187436
97) Pekovic, S., & Rolland, S. (2020). Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience. Journal of Retailing and Consumer Services.HTML.
98) Piuchan, M. (2023). Creating Service with Thai Hospitality: What Does Service Providers Highlight for Hotel Service in Thailand? Journal of Environmental Management and Tourism, 14(8), 3034–3048.
99) Raja Santhi, A., & Muthuswamy, P. (2023). Industry 5.0 or industry 4.0 S? Introduction to industry 4.0 and a peek into the prospective industry 5.0 technologies. International Journal on Interactive Design and Manufacturing (IJIDeM, 17(2), 947–979.
100) Rane, N. L., Achari, A., & Choudhary, S. P. (2023). Enhancing customer loyalty through quality of service: Effective strategies to improve customer satisfaction, experience, relationship, and engagement. International Research Journal of Modernization in Engineering Technology and Science, 5(5), 427–452.
101) Ranjan, A., Chandra, S., Bhalla, R., & Agarwal, S. (2022). Hospitality in the Experience Economy. In Planning and Managing the Experience Economy in Tourism (pp. 85–106). IGI Global.HTML.
102) Ranjan, J., & Foropon, C. (2021). Big data analytics in building the competitive intelligence of organizations. International Journal of Information Management.HTML.
103) Roman, A. (2022). Interactive Audience-Controlled Live Storytelling Technologies.mit.edu.
104) Rosa, D. I. S. (2022). Industry 4.0 and the global automobile context: The german situation and the specific BMW’s case until the BMW and Daimler’s Joint Venture.ucp.pt.
105) Rudkowski, J., Heney, C., Yu, H., Sedlezky, S., & Gunn, F. (2020). Here Today, Gone Tomorrow? Mapping and modeling the pop-up retail customer journey. Journal of Retailing and Consumer Services, 54, 101698.
106) Sainsbury, E., Magnusson, R., Thow, A. M., & Colagiuri, S. (2020). Explaining resistance to regulatory interventions to prevent obesity and improve nutrition: A case-study of a sugar-sweetened beverages tax in Australia. Food Policy.HTML.
107) Salih, A. A., Zeebaree, S. R., Abdulraheem, A. S., Zebari, R. R., Sadeeq, M. A., & Ahmed, O. M. (2020). Evolution of mobile wireless communication to 5G revolution. Technology Reports of Kansai University, 62(5), 2139–2151.
108) Schippers, M. L. (2021). Software and Customs Valuation. Global Trade and Customs Journal.Eur.Nl.
109) Schneider-Petsinger, M. (2020). Reforming the World Trade Organization. Prospect for Transatlantic Cooperation and the Global Trade System. In Research Paper US, and Americas Programme. Chantam House.
110) Seke, M. (2021). The Expensive Commodity of Education in Africa Versus Customer Experience. Young African Leaders Journal of Development, 3(1). https://digitalcommons.kennesaw.edu/yaljod/vol3/iss1/35
111) Seke, M. M. (2020a). Redefining Customer Experience: Connecting the 3PS of Success in the Time of Covid-19. I-Manager’s Journal on Management, 26–38. https://doi.org/10.26634/jmgt.15.2.17561
112) Seke, M. M. (2020b). The Role of International Trade in the Globalized World. I-Manager’s Journal on Economics & Commerce, 01(02), 1–8.
113) Sembada, A. Y., & Koay, K. Y. (2021). How perceived behavioral control affects trust to purchase in social media stores. Journal of Business Research.HTML.
114) Sepashvili, E. (2020). Supporting digitalization: Key goal for national competitiveness in digital global economy. Economia Aziendale Online-.Paviauniversitypress.It.
115) Setiawan, E. B. (2021). How to build customer loyalty: Through customer experience, perceived price, and customer satisfaction. Turkish Journal of Computer and Mathematics Education (TURCOMAT, 12(4), 1546-1554-.
116) Sheth, J., Jain, V., & Ambika, A. (2020). Repositioning the customer support services: The next frontier of competitive advantage. European Journal of Marketing.Researchgate.Net.
117) Shree, D., Singh, R. K., Paul, J., Hao, A., & Xu, S. (2021). Digital platforms for business-to-business markets: A systematic review and future research agenda. Journal of Business Research.HTML.
118) Siagian, H., Tarigan, Z. J. H., & Jie, F. (2021). Supply chain integration enables resilience, flexibility, and innovation to improve business performance in COVID-19 era. Sustainability.Mdpi.Com.
119) Siddiqui, K. (2018). Imperialism and global inequality: A critical analysis. Journal of Economics and Political Economy, 5(2), 266–291.
120) Siebert, A., Gopaldas, A., Lindridge, A., & Simões, C. (2020). Customer experience journeys: Loyalty loops versus involvement spirals. Journal of Marketing, 84(4), 45–66.
121) Singh, V., Sharma, M. P., Jayapriya, K., Kumar, B. K., Chander, M. A. R. N., & Kumar, B. R. (2023). Service quality, customer satisfaction and customer loyalty: A comprehensive literature review. Journal of Survey in Fisheries Sciences, 10(4S), 3457–3464.
122) Singh, Y., Bansal, E., & Chanana, N. (2024). Innovating Services: Navigating the Digital Frontier. In Innovative Technologies for Increasing Service Productivity (pp. 1–26). IGI Global.HTML.
123) Sjödin, D., Parida, V., Jovanovic, M., & Visnjic, I. (2020). Value creation and value capture alignment in business model innovation: A process view on outcome‐based business models. Journal of Product Innovation Management, 37(2), 158–183.
124) Souza, F. F. D., Corsi, A., Pagani, R. N., Balbinotti, G., & Kovaleski, J. L. (2022). Total quality management 4.0: Adapting quality management to Industry 4.0. The TQM Journal, 34(4), 749–769.
125) Stolyarova, V., Stolyarova, Z., & Troshin, A. (2020). Science and technology as the main factor of national economy competitiveness in terms of globalization. International Scientific Conference" Far East Con"(ISCFEC 2020, 938–946.
126) Stoyanova, M. (2020). Good practices and recommendations for success in construction digitalization. TEM Journal.Academia.Edu.
127) Sun, B., Liu, P., Zhang, W., Zhang, T., & Li, W. (2022). Unpacking urban network as formed by client service relationships of law firms in China.
128) Talamini, G., Li, W., & Li, X. (2022). From brick-and-mortar to location-less restaurant: The spatial fixing of on-demand food delivery platformization. Cities.HTML.
129) Taneja, N. K. (2016). Looking beyond the runway: Airlines innovating with best practices while facing realities. Routledge.
130) Taneja, N. K. (2017). 21st century airlines: Connecting the dots. Routledge.
131) Teece, D. J. (2022). A wider‐aperture lens for global strategic management: The multinational enterprise in a bifurcated global economy. Global Strategy Journal.Wiley.Com.
132) Tsiotsou, R. H., & Vlachopoulou, M. (2011). Understanding the Effects of Market Orientation and E‐marketing on Service Performance. Marketing Intelligence & Planning. https://doi.org/10.1108/02634501111117593
133) Tueanrat, Y., Papagiannidis, S., & Alamanos, E. (2021). Going on a journey: A review of the customer journey literature. Journal of Business Research.HTML.
134) Umair, M., & Dilanchiev, A. (2022). Economic recovery by developing business starategies: Mediating role of financing and organizational culture in small and medium businesses. Proceedings Book.Academia.Edu.
135) Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Hock, R. L. T., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721.
136) Vaidyanathan, A., & Rabago, R. (2020). The Customer Success Professional’s Handbook: How to Thrive in One of the World’s Fastest Growing Careers–While Driving Growth For Your Company.amazonaws.com.
137) Valentín-Sívico, J. (2022). Evaluating barriers to and impacts of rural broadband access.mst.edu.
138) Varga, J. (2021). Defining the economic role and benefits of micro small and medium-sized enterprises in the 21st century with a systematic review of the literature. Acta Polytechnica Hungarica.Uni-Obuda.Hu.
139) Vargo, S. L., Akaka, M. A., & Wieland, H. (2020). Rethinking the process of diffusion in innovation: A service-ecosystems and institutional perspective. Journal of Business Research, 116, 526–534. https://doi.org/10.1016/j.jbusres.2020.01.038
140) Vargo, S. L., & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing. https://doi.org/10.1509/jmkg.68.1.1.24036
141) Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41.
142) Verhoef, T. I., Ragia, G., de Boer, A., Barallon, R., Kolovou, G., Kolovou, V., Konstantinides, S., Le Cessie, S., Maltezos, E., & van der Meer, F. J. (2013). A randomized trial of genotype-guided dosing of acenocoumarol and phenprocoumon. New England Journal of Medicine, 369(24), 2304–2312.
143) Walther, K. (2022). The Same Blood as We in America. Religion and US Empire: Critical New Histories.HTML.
144) Wiener, M., Saunders, C., & Marabelli, M. (2020). Big-data business models: A critical literature review and multiperspective research framework. Journal of Information Technology, 35(1), 66–91.
145) Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O., & Burton, J. (2020). Characterizing customer experience management in business markets. Journal of Business Research, 116, 420–430.
146) Woodruff, R. B. (1997). Customer Value: The Next Source for Competitive Advantage. Journal of the Academy of Marketing Science. https://doi.org/10.1007/bf02894350
147) Wulandari, D. (2022). Customer Satisfaction as a Priority in Excellent Banking Services. KINERJA: Jurnal Manajemen Organisasi dan Industri, 1(1), 27–34.
148) Xu, D., Deng, L., Fan, X., & Ye, Q. (2022). Influence of travel distance and travel experience on travelers’ online reviews: Price as a moderator. Industrial Management & Data Systems, 122(4), 942–962.
149) Yeo, V. C. S., Goh, S.-K., & Rezaei, S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150–162.
150) Yrjölä, S., Ahokangas, P., & Matinmikko-Blue, M. (2021). Platform-based business models in future mobile operator business.oulu.fi.
