Publication detail

CONNECTING CUSTOMER EXPERIENCE AND SUSTAINABLE MULTIPLE CUSTOMER VALUE CREATION AS KEY SUCCESS FACTORS

KITA, P. HAVÍŘ, D.

Original Title

CONNECTING CUSTOMER EXPERIENCE AND SUSTAINABLE MULTIPLE CUSTOMER VALUE CREATION AS KEY SUCCESS FACTORS

Type

conference paper

Language

English

Original Abstract

Purpose of the article The purpose of this paper is to examine the theoretical aspects of customer experience and sustainable multiple customer value creation as key success factors in the context of the digital age; and find common points to formulate research questions leading to new avenues for further research. Methodology/methods The paper is based on literature retrievals of research papers and journal articles in the areas of customer experience, sustainable value creation, and business model. Articles were analyzed, compared to provide a synthesis of relevant knowledge. Scientific aim The aim of the article is to find touching points between the two bodies of literature and find potential avenues of further research in the context of the digital age Findings Findings show similarities in concepts of both theoretical bodies but lack sufficient research. The topics are constantly evolving and providing new areas for research. The article identifies the main touch point for both theoretical bodies and states research question for further research Conclusions The two theoretical bodies show similar concepts in customer interaction and involvement in the value creation process. In the context of sustainable development and the digital age facilitating customer value creation through technology the connection of these two topics presents many opportunities for research.

Keywords

customer experience, co-creation, customer satisfaction, customer loyalty, business model, multiple value, sustainable value creation

Authors

KITA, P.; HAVÍŘ, D.

Released

22. 9. 2017

Publisher

Brno, Faculty of business and management

Location

Brno University of Technology, Faculty of Business and Management Kolejni 2906/4 612 00 Brno, Czech Republic

ISBN

978-80-214-5532-0

Book

16TH INTERNATIONAL SCIENTIFIC CONFERENCE PERSPECTIVES OF BUSINESS AND ENTREPRENEURSHIP DEVELOPMENT IN DIGITAL AGE ECONOMICS, MANAGEMENT, FINANCE AND SYSTEM ENGINEERING FROM THE ACADEMIC AND PRACTIONERS VIEWS

Pages from

85

Pages to

95

Pages count

158

BibTex

@inproceedings{BUT141683,
  author="Peter {Kita} and David {Havíř}",
  title="CONNECTING CUSTOMER EXPERIENCE AND SUSTAINABLE MULTIPLE CUSTOMER VALUE CREATION AS KEY
SUCCESS FACTORS",
  booktitle="16TH INTERNATIONAL SCIENTIFIC CONFERENCE PERSPECTIVES OF BUSINESS AND ENTREPRENEURSHIP
DEVELOPMENT IN DIGITAL AGE ECONOMICS, MANAGEMENT, FINANCE AND SYSTEM ENGINEERING FROM THE ACADEMIC AND PRACTIONERS VIEWS",
  year="2017",
  pages="85--95",
  publisher="Brno, Faculty of business and management",
  address="Brno University of Technology, Faculty of Business and Management
Kolejni 2906/4
612 00 Brno, Czech Republic",
  isbn="978-80-214-5532-0"
}