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   Designing A Customer Experience Management Model In the Field of Car Relief Services (The Mixed Methods Research)  
نویسنده Eghbali Mahmoud ,Saeedi Hamid ,Saeednia Hamid Reza
منبع Journal Of System Management - 2021 - دوره : 7 - شماره : 3 - صفحه:241 -262
چکیده    The purpose of this study is to propose the model of designing a customer experience management model in the field of car relief services. in this study, the researcher used a mixed method. in this research, the researcher has used a combined approach. for this purpose, in the first study, to identify the components of customer experience management components from grounded theory approach, and in the second study, the model test was used using quantitative method. protocol and in-depth interview with twenty senior managers were the first tools for gathering data, and in a quantitative method, required data were collected from 330 customers of iran khodro and analyzed by pls software. the researcher conducted 20 interviews, theoretically saturated, and finally extracted 152 open source codes. based on the theoretical literature, the researcher conducted axial and selective coding and presented the results in six main dimensions and thirty-three sub dimensions. the researcher includes six main dimensions brand satisfaction, customer experience, brand dependence, strategy, brand trust, customer support of the purchase and thirty-two subdimensions. the results also showed that customers' mental conflict in products with high and low involvment conflict leads to trust and loyalty to the brand, because loyalty to the brand is emotional and cognitive in nature
کلیدواژه Customer Experience ,Car Relief Services ,Mix Method
آدرس Islamic Azad University, U.A.E Branch, Department Of Business Administration, United Arab Emirates, Islamic Azad University, Shahre Rey Branch, Department Of Business Management, Iran, Islamic Azad University, North Tehran Branch, Department Of Business Management, Iran
پست الکترونیکی dr.saeednia1@gmail.com

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