Multivariate hybrid pathways for creating exceptional customer experiences

Ashish Thomas (Concordia University of Edmonton, Edmonton, Canada)

Business Process Management Journal

ISSN: 1463-7154

Publication date: 3 July 2017

Abstract

Purpose

The purpose of this paper is to focus on the evolving field of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches.

Design/methodology/approach

Extensive research and analysis has identified numerous models to measure service quality and most of these models are derived from the SERVQUAL. Since SERVQUAL is not clearly focused to analyze the customer’s experience, the authors have used mixed methods of data collection. The two sources of data are both primary and secondary data. Primary source of research is semi-structured feedback with key operations manager and front line employees involved in the business process outsourcing industry. Secondary source of data is based on case studies of organizations engaged in information technology and ecommerce.

Findings

In this study, the author suggests multivariate hybrid pathways to streamline and deliver exceptional customer experience, which enhances the customer retention and firm’s competitive advantage. This study emphasizes on the imminent growth of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches. The customers’ interactions with a firm are gaining proportional complexity due to the intercourse of human and technology interactions.

Originality/value

This study integrates the diverging but distinct pathways that influence customer experience. The study is centralized on the theme that there is a progressive dependence of human interactions with technological developments. It highlights the advent of new digital technologies that are the catalyst for personalized customer experiences.

Keywords

Citation

Thomas, A. (2017), "Multivariate hybrid pathways for creating exceptional customer experiences", Business Process Management Journal, Vol. 23 No. 4, pp. 822-829. https://doi.org/10.1108/BPMJ-02-2017-0027

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Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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