Essays about: "human touchpoints"

Found 3 essays containing the words human touchpoints.

  1. 1. Realizing and Satisfying Informational Requirements throughout the Customer Journey: A Case Study on the Industrial Manufacturing Industry

    University essay from Högskolan i Gävle/Företagsekonomi

    Author : Kenneth Santos; Rasmus Törnros; [2023]
    Keywords : Customer Journey; Data Management; Industrial Manufacturing; Marketing;

    Abstract : This thesis examines the informational requirements of customers throughout the customer journey within the industry for industrial facilitating goods and explores how to manage data to meet these requirements. The research adopts a qualitative research design with a case study approach, using semi-structured interviews supplemented with secondary survey data. READ MORE

  3. 2. Touch or Talk: What Motivates Consumers to Choose Self-Service Kiosks or Interpersonal Services when Ordering Fast-Food? A Customer and Manager Perspective

    University essay from Lunds universitet/Företagsekonomiska institutionen

    Author : Sebastian Köhler; Lum Rexha; [2022]
    Keywords : Self-service technologies; self-service kiosks; interpersonal services; human touchpoints; digital touchpoints; fast-food restaurants; McDonald’s; Business and Economics;

    Abstract : Purpose – The first purpose of this study is to identify and categorize the motivational factors, from a customer and managerial perspective, that restaurant patrons have when choosing between the self-service kiosk (SSK) or the human service counter during their fast-food order. The second purpose is to identify potential gaps between the customer and manager perspectives. READ MORE

  4. 3. A software solution for measuring customer experience in-store of a grocery retailer

    University essay from Linköpings universitet/Institutionen för datavetenskap

    Author : My Norsbo; [2021]
    Keywords : software engineering; customer experience; grocery retailer; usability; human computer interaction;

    Abstract : The technology of today enables several alternatives to obtaining food in physical stores, such as home deliveries of groceries or take away deliveries. Traditionally grocery retailers have focused primarily on products, but as time changes and customer values shift, grocery retailers must focus on customer experience to establish a relationship between the company and customers to stay competitive on the market. READ MORE