Enhancing customer experience management through servitisation models in E-commerce industry of India
TAILOR, NIRALI (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023072124598
https://urn.fi/URN:NBN:fi:amk-2023072124598
Tiivistelmä
This thesis aims to thoroughly study the impact of servitization on customer experience management (CEM) in the e-commerce industry, emphasizing business models and concepts. A proper understanding of the elements that impact CEM and how they affect servitization in the e-commerce business must be understood. A better comprehension of the elements that influence the efficacy of the business frameworks and ideas used by e-commerce businesses for servitization is needed.
The study was carried out qualitative. Data was acquired through semi-structured interviews with online shop consumers; results were evaluated using an inductive technique and content analysis method, with suggestions for further study.
According to the data, online retailers should prioritize offering exceptional customer service, personalized recommendations, effective shipment and happiness networks, and technological innovations like artificial intelligence and neural networks to gain an edge over competitors and boost their companies' productivity. E-commerce enterprises should concentrate on value-added services and build a network of committed consumers to increase client happiness and loyalty.
The study was carried out qualitative. Data was acquired through semi-structured interviews with online shop consumers; results were evaluated using an inductive technique and content analysis method, with suggestions for further study.
According to the data, online retailers should prioritize offering exceptional customer service, personalized recommendations, effective shipment and happiness networks, and technological innovations like artificial intelligence and neural networks to gain an edge over competitors and boost their companies' productivity. E-commerce enterprises should concentrate on value-added services and build a network of committed consumers to increase client happiness and loyalty.