Presenting of the customer experience management model based on the effects of the cognitive approach on customer behavior in the aviation maintenance industry
Subject Areas :
منصور شامردای
1
*
,
Reza i Hosnav
2
,
Mohammad Hosein Karimi Gavareshki
3
1 -
2 -
3 - -
Keywords: Aviation Repair and Maintenance Industry, Cognitive Components, Customer Experience Management(CEM), Customer Experience.,
Abstract :
Objective Survival in today's economic conditions and competitive business requires a more important factor than low prices and innovative products. Customer experience includes cognitive, emotional, physical, etc. components that determine the customer's path through his indirect interaction with the market agent. This issue highlights the importance of customer experience design and management in various industries, especially customer industries such as the airline industry. The purpose of this research is to provide a framework for explaining the stages of customer experience management in the aviation product maintenance and repair industry. Method Scattered views regarding customer experience management stages in the airline industry and the need for a more precise explanation, in this research, the method of systematic review of theoretical foundations has been used. For this purpose, with a systematic review of theoretical foundations, scientific and professional research as well as field studies in this field have been investigated. Findings It is necessary to identify the customer's perspective and the organizational perspective regarding the experience of customers in the field of B2B business interactions. In this regard, customer experiences are needed effectively in B2B organizations, based on the capabilities of suppliers, customers, partners or external actors. This shows the importance of designing and presenting the framework of the customer experience management model in this industry. Conclusion Taking advantage of customer experience management in aviation industry services will lead to long-term competitive advantage, or in other words, it will increase satisfied and loyal customers along with positive word-of-mouth advertising, as well as customer retention and reduce complaints. Therefore, the application and promotion of customer experience management in airline industry services has a great impact on the differentiation of service providers for competition, and experience management programs will have a significant impact on profitability and increasing credibility in related companies.
رحيميان، سمانه؛ شامي زنجاني، مهدي؛ مانيان، امير؛ اسفيداني، محمدرحيم ( 1399 الف)، ارائه چارچوب مديريت تجربه مشتري درصنعت هتلداری: مرور نظام مند مبانی نظری مدیریت بازرگانی، 12 (3)، 547-523.
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