We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
Conceptualizing Customer Experience Quality in Taxi Aggregation context.
- Authors
Alexander, Cristina Mary; Srinivasarao, D. H. Malani
- Abstract
Purpose: This study attempts to conceptualize the holistic view of customer experience in taxi aggregator context. The relationship of the antecedence on customer experience quality and the outcomes are depicted in the model. Design/Methodology/Approach: A detailed literature review help in developing a model in measuring the customer experience quality in the context of taxi aggregators. Findings: Customer experience is the gaining momentum in consumer industries as it is the key differentiator and creates competitive advantage to the firms. Customer experience in a holistic perspective includes all the direct and indirect interaction a customer has with all the service touch points. Customer experience quality encompasses service quality but also include indirect encounters of the customer. Thus, in totality the study identifies the pre-service experiences, direct experience encounters and post service experience outcomes. Research Limitations/Implications: A better understanding of customer experience quality has implication on the decision makers as; it gives insights to customer behavior and helps build a blueprint for providing superior customer experience. Originality/value: This is the attempt to develop a model to quantitatively measure the customer.
- Subjects
CUSTOMER experience; QUALITY of service; TAXICABS; HELPING behavior; LITERATURE reviews
- Publication
3D: IBA Journal of Management & Leadership, 2020, Vol 12, Issue 1, p33
- ISSN
2230-7524
- Publication type
Article