Structure and Measurement of Customer Experience Management

Mahnaz Mansoor, Tahir Mumtaz Awan and Buthina Alobidyeen
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Mahnaz Mansoor: Hamdard Institute of Management Science, Hamdard University, Islamabad, Pakistan
Tahir Mumtaz Awan: COMSATS University, Islamabad, Pakistan
Buthina Alobidyeen: Tafila Technical University, Tafila, Jordan

International Journal of Business and Administrative Studies, 2020, vol. 6, issue 4, 171-182

Abstract: This study is built up on an empirical testing of an exceedingly important theme of Customer Experience Management (CEM) that how it prompts positive behavioral intentions of the shoppers visiting the banks with fun- damental component of customer satisfaction by using social exchange theory. Data (N = 330) was collected by utilizing survey strategy through convenience sampling and cross-sectional research design. SPSS 20 and AMOS 22 were applied for the data analysis. To evaluate the hidden system of customer satisfaction in relationship among CEM and Positive Word of Mouth (PWoM), a contemporary methodology (process by Andrew Hayes) was exploited. The results of regression analysis completely bolstered all the immediate connections of the examination though the outcomes somewhat upheld the mediating role of customer satisfaction with CEM and PWoM. In light of the findings of the investigation it is recommended that CEM is a necessary part of the long haul vision of banking division so as to achieve lasting competitive advantage. This investigation opens up a novel side in the writing of CEM and its association with other emotional and behavioral constructs.

Keywords: CEM; customer satisfaction; customer PWoM; social exchange theory (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:apa:ijbaas:2020:p:171-182

DOI: 10.20469/ijbas.6.10001-4

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