Sökning: "Customer Touchpoint"

Visar resultat 1 - 5 av 14 uppsatser innehållade orden Customer Touchpoint.

  1. 1. Customer Journey in the Concept Store: An Analysis of Touchpoints and Journey Integration

    Master-uppsats, Lunds universitet/Institutionen för tjänstevetenskap

    Författare :Tatev Nazaryan; Seo Hyun Chang; [2023]
    Nyckelord :customer experience; customer journey; customer journey touchpoints; concept store; journey integration dimensions; retail; new retail format; Social Sciences;

    Sammanfattning : Date: May 15, 2023 Keywords: customer experience, customer journey, customer touchpoints, concept store, journey integration dimensions Project Purpose: The following study aims to enhance understanding of how customers experience different touchpoints within the concept store throughout each stage of the customer journey, as well as, explore existing and new dimensions of the customer journey integration. Theoretical Framework: The following study adopts the theory of customer journey since it helps to understand what touchpoints customers interact with throughout each stage of their journey that helps to shape their experiences. LÄS MER

  3. 2. The Versatile Touchpoint: User-generated content as a new touchpoint in the customer journey

    Magister-uppsats, Lunds universitet/Företagsekonomiska institutionen

    Författare :Valeria de Leon; Miranda Ånäs; [2023]
    Nyckelord :Customer journey; Social commerce; Brand publics; TikTok; Customer experience; Customer engagement; Netnography; Business and Economics;

    Sammanfattning : Purpose: The purpose of this study was to investigate how a new touchpoint has emerged due to the customers or potential customers sharing their customer journeys on social media through user-generated content. Methodology: This paper takes a qualitative approach where netnography research has been conducted to collect data on the social media platform TikTok. LÄS MER

  4. 3. Returresan

    Kandidat-uppsats, Lunds universitet/Företagsekonomiska institutionen

    Författare :Ingrid Finn Ohlin; Malin Haapaniemi Ohlsson; Sanajan Shahzad; [2023]
    Nyckelord :Social praktik; Returresa; Touchpoint; Efterköpsfasen; Returbeteende; Business and Economics;

    Sammanfattning : Forskningsfråga: Hur praktiseras en retur i efterköpsfasen? Vilken roll spelar kompetens, betydelse och materialitet för kunden, och hur tar de sig uttryck? Syfte: Studien syftar till att kartlägga och analysera kunders returprocesser inom detaljhandeln. Den avser att bidra till forskningen om hur kunder returnerar för att komplettera litteraturen om varför kunder returnerar. LÄS MER

  5. 4. The Customer Journey of Electric Vehicles in The South Korean Market

    Master-uppsats, Göteborgs universitet/Graduate School

    Författare :Johanna Back; Olivia Svensson; Pauline Weiler; [2021-06-23]
    Nyckelord :Electric Vehicles; Customer Journey; South Korea; Touch Points;

    Sammanfattning : The customer journey is a complex phenomenon which consists of numerous touch points. The customer journey is not only constructed through touch points but also by the level of involvement that the journey is characterized by. LÄS MER

  7. 5. The high involvement customer journey: A study on customer motivations for touchpoint choice

    Magister-uppsats, Lunds universitet/Företagsekonomiska institutionen

    Författare :Emelie Pine; Isabell Weber; [2020]
    Nyckelord :High involvement; customer journey; motivation; touchpoints; multichannel; Business and Economics;

    Sammanfattning : Thesis purpose: The purpose of this study is to gain knowledge about baby boomers’ motivations for using either digital or analogue touchpoints in the high involvement customer journey. This ultimately contributes to an increased understanding of the high involvement customer journey. LÄS MER