Towards a holistic customer experience management framework for enterprises
| dc.contributor.author | Du Plessis, Liezl | |
| dc.contributor.author | De Vries, Marne | |
| dc.date.accessioned | 2016-11-29T05:29:43Z | |
| dc.date.available | 2016-11-29T05:29:43Z | |
| dc.date.issued | 2016-11-06 | |
| dc.description | Presented at the 27th annual conference of the Southern African Institute for Industrial Engineering (SAIIE), held from 27-29 October 2016 at Stonehenge in Africa, North West, South Africa | en_ZA |
| dc.description.abstract | We have entered the age of the customer where customer choice is the main differentiator between enterprises. Therefore, enterprises need to shift their focus to customer experience management (CEM). A survey conducted within the telecommunications sector indicated a gap between theoretical CEM approaches and their implementation in enterprises. Although a systematic literature review and inductive thematic analysis of CEM literature revealed nine common themes, none of the existing approaches includes all of these themes in a comprehensive way. Based on those nine themes, this paper presents a new holistic framework for CEM that managers and practitioners concerned with improving customer experiences could use. | en_ZA |
| dc.description.abstract | Dit is die era van die kliënt - waar kliënte keuse die hoof differensieerder vir ondernemings geword het. Ondernemings moet nou hulle fokus skuif na kliënte-ervaringsbestuur. 'n Studie gedoen in die telekommunikasie sektor het 'n gaping gevind tussen huidige teoretiese benaderings en hoe hulle prakties geïmplementeer word deur maatskappye. 'n Sistematiese literatuurstudie en induktiewe tematiese analise van kliënte-ervaringsbestuur literatuur het nege gemene temas opgelewer. Dit is ook gevind dat geen van die benaderings holisties al nege temas bevat nie. Die artikel stel 'n nuwe benadering voor - 'n holistiese raamwerk vir kliënte-ervaringsbestuur wat deur bestuurders en praktisyne gebruik kan word vir die verbetering van kliënte-ervarings. | en_ZA |
| dc.description.department | Industrial and Systems Engineering | en_ZA |
| dc.description.librarian | am2016 | en_ZA |
| dc.description.uri | http://sajie.journals.ac.za/pub | en_ZA |
| dc.identifier.citation | Du Plessis, L & De Vries, M 2016, 'Towards a holistic customer experience management framework for enterprises', South African Journal of Industrial Engineering, vol. 27, no. 3, pp. 23-36. | en_ZA |
| dc.identifier.issn | 1012-277X (print) | |
| dc.identifier.issn | 2224-7890 (online) | |
| dc.identifier.other | 10.7166/27-3-1624 | |
| dc.identifier.uri | http://hdl.handle.net/2263/58295 | |
| dc.language.iso | en | en_ZA |
| dc.publisher | Southern African Institute for Industrial Engineering | en_ZA |
| dc.rights | Southern African Institute for Industrial Engineering. This work is licensed under a Creative Commons Attribution 3.0 License. | en_ZA |
| dc.subject | Customer | en_ZA |
| dc.subject | Literature | en_ZA |
| dc.subject | Literatuur | en_ZA |
| dc.subject | Customer experience management (CEM) | en_ZA |
| dc.subject | Kliënte-ervaringsbestuur | en_ZA |
| dc.subject | Kliënt | en_ZA |
| dc.title | Towards a holistic customer experience management framework for enterprises | en_ZA |
| dc.type | Article | en_ZA |