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Keywords = Customer experience

Number of Articles: 2
Management
A Causal Model of the Relationship Between Customer Contact Points and Word of Mouth Through Customer Experience in the Insurance Industry

Yousef Ramezani; Amirhossien Okhravi; Tahereh Heydarnejad; Sepideh Salarpanah

Volume 10, Issue 5 , May 2023, , Pages 297-317

https://doi.org/10.5281/zenodo.8054825

Abstract
  Customer contact points are known as the building blocks of the customer experience and for designing and enhancing the customer experience. The purpose of this study is to investigate the causal relationships between customer contact points and word of mouth through customer experience in the insurance ...  Read More
The Dimensions of Mystery Shopping Program (DMSP) - Checklist Construction

Raja M Shankar Anand

Volume 6, Issue 5 , May 2019, , Pages 414-426

Abstract
  The purpose of this study is to develop a checklist (yardstick) which can be used widely across various industries employing mystery shoppers. This research paper focuses on the development of a checklist instrument after a detailed critical review of various theories, concepts and themes associated ...  Read More