Sökning: "Touchpoint"

Visar resultat 1 - 5 av 25 uppsatser innehållade ordet 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. One-stop-shop: Will super-apps disrupt multi-touchpoint consumer journeys?

    Magister-uppsats, Lunds universitet/Företagsekonomiska institutionen

    Författare :Haotian Zhang; Hongning Wang; [2023]
    Nyckelord :Super apps; Klarna; consumer behaviours; touchpoints; consumer journey; Business and Economics;

    Sammanfattning : This research investigates consumer behaviours within the context of Super Applications (Super Apps) usage, specifically examining Millennials and Generation Z in Sweden utilising the super app, Klarna. Utilising Digital Practice Tracking (DPT) methodology, coupled with observational techniques and post-phenomenological interviews, this research began by identifying patterns in consumer behaviour during super apps usage. LÄS MER

  5. 4. Unlocking the Potential of Hydrogen Gas-Based Mobility : A Solution-Oriented Business Model Approach

    Master-uppsats, Linköpings universitet/Institutionen för ekonomisk och industriell utveckling

    Författare :Haris Topalovic; Frans Trygg; [2023]
    Nyckelord :Solution-Oriented Business Model; Business Ecosystem; Mobility; Hydrogen;

    Sammanfattning : Trends in the surrounding society have made companies more interdependent and increased the number of actors in value chains, emphasizing the importance of business ecosystems. This is especially relevant for the hydrogen gas-based mobility ecosystem, as it presents novel opportunities for delivering solutions in relatively uncharted territory. LÄS MER

  7. 5. 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