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Le management de l'experience client : au-delà des enquêtes satisfaction, la mesure de l'expérience vécue

Abstract : The purpose of this thesis is to make both a theoretical and operational contribution, concerning the measure of the lived experience as a key factor to an effective customer experience management.Based on practice, our approach relies on research from different academic fields: economics and service management, quality management, strategy, marketing, performance management and organizational learning.The customer experience management model we offer has four interacting dimension: intended experience (by the managers), expected experience (by the customers), offered experience (by the company), lived experience (by the customers).Our research proposals are concerned with measuring the differences between the lived experience and the other dimensions. The issue is not only a description of the gaps that may exist between the objectives, referring to the espoused theory in customer experience (eg what is the experience we want to create for our clients?) and the customer’s perception of the achievements, referring to the theory-in-use of the company (eg what is the experience actually offered and how do customers perceive it?). The intention is to also examine how companies can reduce such gaps by engaging in a process of organizational learning leading to a successful customer experience management.
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Submitted on : Tuesday, November 5, 2013 - 6:04:54 PM
Last modification on : Wednesday, March 20, 2019 - 4:50:51 PM
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  • HAL Id : tel-00880325, version 1

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Elisabeth Lefranc. Le management de l'experience client : au-delà des enquêtes satisfaction, la mesure de l'expérience vécue. Gestion et management. Conservatoire national des arts et metiers - CNAM, 2013. Français. ⟨NNT : 2013CNAM0862⟩. ⟨tel-00880325⟩

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