Now showing items 1-6 of 6

  • A Comparison of the Approaches to Customer Experience Analysis 

    Havíř, David (RTU Press, 2017-09-23)
    The aim of this paper is to summarize research on customer experience analysis and to explore and compare the dimensions describing customer experience listed in seven conceptual models with findings from 17 research ...
  • Customer Experience in Shared Economy: Recommendations for Companies 

    Machala, Jan (Vysoké učení technické v Brně, Fakulta podnikatelská, 2020-07-01)
    Purpose of the article: This article aims to identify the perception of customers in the shared economy, specifically their customer experience with Uber, Bolt and Airbnb, and then evaluate what these companies stand out ...
  • Customer Experience Management Overview 

    Havíř, David (Vysoké učení technické v Brně,Fakulta podnikatelská, 2016-12-09)
    Purpose of the article: The purpose of this paper is to examine the phenomenon of customer experience and customer experience management through years and summarize recent knowledge in this area. Methodology/methods: The ...
  • From Competence To Experience: Employee-Centricity in The Customer-Centric World 

    Havíř, David (IBIMA Publishing, 2019-04-10)
    Customer experience management as the current peak in the area of modern customer-centric marketing is challenging companies to effectively manage factors influencing customer experience creation with the promise of achieving ...
  • You cannot do it Yourself: Enhancing Experience through Co-creation 

    Machala, Jan; Havíř, David (Vysoké učení technické v Brně, Fakulta podnikatelská, 2019-06)
    Purpose of the article: To evaluate the individual factors of co-creation value in urban public transport and their impact on customer experience. Customer experience management is a new marketing direction that will allow ...
  • Zákaznická zkušenost – jak ji uchopit a měřit? 

    Machala, Jan (Vysoké učení technické v Brně,Fakulta podnikatelská, 2017-12-08)
    Cíl článku: Cílem tohoto článku je popsat zákaznickou zkušenost, jak ji chápou jednotliví autoři a uvést metody, kterými lze měřit zákaznickou zkušenost. Dále také podrobněji popsat tři nejpoužívanější metody. Metody: ...