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Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
Customer experience in online community
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Customer experience in online community

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Transcript

  • 1. Customer Relationship Management Online Community
  • 2. Presentation Navigator Introduction Consumer Experience Model & Results Implications & Conclusions
  • 3. Consumer Centric…..
  • 4. What is CRM? – An Introduction strategy for managing a company’s interactions with customers, clients and sales prospects Introduction
  • 5. CUSTOMER EXPERIENCE & ONLINE COMMUNITY IMPACT Introduction
  • 6. Online Community Experience Consumer Experience
  • 7. Online Community Stages Consumer Experience
  • 8. THE MODEL
  • 9. Methodology Online Survey Factor Analysis Regression Analysis Model & Results
  • 10. The Model – Online Community Experience (OCE) <ul><li>Navigation </li></ul><ul><li>Clarity </li></ul><ul><li>Effortless </li></ul><ul><li>Friendliness </li></ul><ul><li>Openness </li></ul><ul><li>Politeness </li></ul><ul><li>Excitement </li></ul><ul><li>Enjoyment </li></ul><ul><li>Fun </li></ul><ul><li>Information </li></ul><ul><li>Utility </li></ul><ul><li>Practical aspect </li></ul>Attitude towards Product Attitude towards Company Service Quality Pragmatic Experience Hedonic Experience Sociability Experience Usability Experience Model &amp; Results
  • 11. Hypothesise  =.95 PRODUCT  =.95 COMPANY  =.97 SERVICE QUALITY POSITIVE EXPERIENCE ON RELEVANCE Model &amp; Results
  • 12. Results Pragmatic Hedonic Sociability Usability OCE AS AN ANTECEDENT OF CUSTOMERS’ PERCEPTIONS AND ATTITUDES H1 H2 H3 Model &amp; Results
  • 13. Implications CUSTOMER BEHAVIOR FACTORS SHAPES OCE CUSTOMER S’ PERCEPTION ONLINE/OFFLINE EXPERIENCE UNDERSTANDING SHAPING EXAMINING IDENTIFYING Implications &amp; Conclusions
  • 14. Conclusion ONLINE COMMUNITY EXPERIENCE ATTITUDES PERCEPTIONS Implications &amp; Conclusions
  • 15. THANKS FOR YOUR ATTENTION!

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