| Yazarlar (1) |
Doç. Dr. Çağlar SAMSA
Kafkas Üniversitesi, Türkiye |
| Özet |
| Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experiences, leading to greater loyalty, repeat business and positive word-of-mouth. To create these experiences, companies adopt a customer-centric approach that involves understanding their customers’ needs, preferences and behaviours and using this information to design and deliver experiences that exceed their expectations. This approach requires moving away from traditional product-centric or sales-oriented strategies and instead places the customer at the centre of the company's operations and decision-making processes. From a customer-centric perspective, meeting customer expectations in customer experiences is very important in shaping customer perceptions, attitudes and behaviours. From an experience-based perspective, a study was designed by taking into account the expectancy-affirmation theory, which is a psychological model that explains how customers evaluate their satisfaction with a product or service based on their expectations and perceptions of the experience, and a psychological theory that predicts that meeting … |
| Anahtar Kelimeler |
| atmosphere quality | customer loyalty | customer satisfaction | food quality | service quality |
| Makale Türü | Özgün Makale |
| Makale Alt Türü | ESCI dergilerinde yayınlanan tam makale |
| Dergi Adı | Marketing and Management of Innovations |
| Dergi ISSN | 2218-4511 Wos Dergi |
| Dergi Tarandığı Indeksler | ESCI, SCOPUS |
| Makale Dili | Türkçe |
| Basım Tarihi | 06-2023 |
| Cilt No | 14 |
| Sayı | 2 |
| Sayfalar | 87 / 100 |
| Doi Numarası | 10.21272/mmi.2023.2-09 |
| Makale Linki | https://armgpublishing.com/journals/mmi/volume-14-issue-2/article-9/ |
