Customer experience management in an emerging economy: A case study perspective

Mornay Roberts-Lombard
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Mornay Roberts-Lombard: University of Johannesburg, South Africa

in ABEM Conference Proceedings from Academy of Business and Emerging Markets (ABEM), Canada, currently edited by Satyendra Singh

Abstract: The primary objective of the study is to investigate customer experience under the current process centred approach at the Industrial Development Corporation (IDC) in South Africa. The population was defined as all the existing customers of the IDC who had not settled their debt obligation at the time of the study. Probability sampling was used to select the sample and the respondents were requested to complete a self-administered questionnaire. Descriptive and standard multiple regression analysis techniques were used to analyse the results. It is recommended that the IDC pay closer attention to their processes, branding and channel approach strategies to improve their service offering, as these three customer experience variables have a significant positive relationship with customer satisfaction. This, however, does not imply that the IDC should totally ignore people as a variable of customer experience.

Keywords: Customer; experience; management; emerging economy; case study (search for similar items in EconPapers)
Date: 2015
ISBN: 9780993734205
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