4 research outputs found

    Three essays on customer experience dynamics

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    This thesis focuses on unveiling the dynamic nature of the customer experience trajectory and forming a theory of customer experience management from a dynamic perspective through undertaking three studies. Chapter 1 is an introductory chapter, aiming to provide a roadmap of this thesis and indicating the research motivation and major research question of each study. Chapter 2 is a basic literature review, exploring what we know from the current literature and identifying the knowledge gaps to which we can contribute in the realms of customer experience, customer experience trajectory, and customer experience management. Chapters 3-5 are three empirical studies. Chapter 3 focuses on individual customers’ perspectives to understand the evolution of their experience trajectories. Chapter 3 proposes a customer experience trajectory (CET) research framework and explores the co-evolutionary phenomenon between customer experience dynamics and customer behavior dynamics. Chapter 4 focuses on the firm’s perspective to disclose firms’ dynamic trajectories of their customer experience performance through a value co-creation theoretical lens. Chapter 5 focuses on both firms and customers’ perspectives and proposes a research framework to depict the dynamic interactions between experience receivers and experience providers. These three studies exploit the advantages of using unstructured textual data drawn from three different well-known online travel-related platforms, including Airbnb (for Chapter 3), booking.com (for Chapter 4), and TripAdvisor (for Chapter 5). Chapter 6 provides a summary of the conclusions. The final chapter discusses the results of the preceding chapters and implications for theory development and managerial tenets provision

    Reviews and Perspectives on Smart and Sustainable Metropolitan and Regional Cities

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    The notion of smart and sustainable cities offers an integrated and holistic approach to urbanism by aiming to achieve the long-term goals of urban sustainability and resilience. In essence, a smart and sustainable city is an urban locality that functions as a robust system of systems with sustainable practices to generate desired outcomes and futures for all humans and non-humans. This book contributes to improving research and practice in smart and sustainable metropolitan as well as regional cities and urbanism by bringing together literature reviews and scholarly perspective pieces, forming an open access knowledge warehouse. It contains contributions that offer insights into research and practice in smart and sustainable metropolitan and regional cities by producing in-depth conceptual debates and perspectives, insights from the literature and best practice, and thoroughly identified research themes and development trends. This book serves as a repository of relevant information, material, and knowledge to support research, policymaking, practice, and the transferability of experiences to address challenges in establishing smart and sustainable metropolitan as well as regional cities and urbanism in the era of climate change, biodiversity collapse, natural disasters, pandemics, and socioeconomic inequalities

    Development of a co-creation model that streamlines the fashion process from the consumer to the manufacture

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    Nowadays, co-creation, a relatively new concept in the fashion field, is managing to approach consumers directly and thus get a detailed understanding of their needs and desires. Some brands already use this concept as the basis of their business, which is an added value for the product and consequently for its suitability. However, the adoption of this concept has been addressed in the literature in an isolated way concerning consumers or brands, and its impact on the supply chain is still unknown, so its applicability also needs research. There is also no clear idea of the role of the fashion designer in co-creation fashion brands, and its role has also not been taken into account in the literature. In a real business context, the management of the processes of the different brands is done autonomously. There is no pre-defined model for the structuration or application that can serve as a basis for brands that want to adopt this concept. Thus, this research focused on creating a co-creation model that can simplify the process from consumer to production, focusing on fashion design, the product and the fashion designer, and the supply chain, with the aim of creating a co-creation model, so that brands that want to adopt the co-creation concept can apply it in real life. An initial literature review revealed problems in the co-creation process that need a solution and helped to identify the research problems. Subsequently, a comprehensive literature review was carried out on co-creation, other concepts complementary to cocreation, fashion design and the fashion business, consumers and the supply chain. Secondly, a cases study focused on fashion brands already working with co-creation was done to better understand how it works. Finally, a survey to consumers and interviews with fashion designers and supply chain experts were conducted to understand each party's point of view. These contributed to the revelation of important information, subsequently implemented in the new co-creation model that allowed the simplification of the process and its simultaneous suitability to consumers, brands and supply chain. The results obtained allowed answering the research questions, the proposed objectives and structuring a new co-creation model.Atualmente, a co-criação, um conceito relativamente novo no campo da moda, está a conseguir abordar os consumidores diretamente, conseguindo desta forma perceber com detalhe as suas necessidades e desejos. Algumas marcas já utilizam este conceito como base do seu negócio, o que é um valor acrescentado para o produto e para a sua consequente adequação. No entanto, a adoção deste conceito tem sido abordada na literatura de forma isolada relativamente aos consumidores ou marcas, e o seu impacto na cadeia de abastecimento é ainda desconhecido, pelo que a sua aplicabilidade também necessita de investigação. Também não há uma ideia clara do papel do designer de moda em marcas de moda de co-criação, e o seu papel também não foi explorado na literatura. Num contexto empresarial real, a gestão dos processos das diferentes marcas é feita de forma autónoma. Não existe um modelo pré-definido para a estruturação ou aplicação que possa servir de base para as marcas que queiram adotar este conceito. Assim, esta investigação centrou-se na criação de um modelo de co-criação que pudesse simplificar o processo desde o consumidor até à produção, concentrando-se no design de moda, no produto, no designer de moda e na cadeia de abastecimento, com o objetivo de criar um modelo de co-criação para que as marcas que queiram adotar o conceito de co-criação o possam aplicar na vida real. A revisão bibliográfica prévia revelou problemas no processo de co-criação que necessitam de uma solução que ajudaram a identificar os problemas de investigação. Posteriormente foi feita uma revisão bibliográfica completa sobre a co-criação, outros conceitos complementares à co-criação, design de moda e o negócio da moda, consumidores e a cadeia de abastecimento. Segundo, foi feito um estudo de casos centrado em marcas de moda que já trabalham com a co-criação para melhor compreender o seu funcionamento. Finalmente, foi feito um questionário aos consumidores e entrevistas a designers de moda e especialistas da cadeia de abastecimento para compreender o ponto de vista de cada parte. Estes contribuíram para a revelação de informações importantes, posteriormente implementadas no novo modelo de co-criação que permitiram a simplificação do processo e a sua adequação simultânea aos consumidores, marcas e cadeia de abastecimento. Os resultados obtidos permitiram responder às questões de investigação, aos objetivos propostos e estruturar um novo modelo de co-criação

    CIMODE 2016: 3º Congresso Internacional de Moda e Design: proceedings

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    O CIMODE 2016 é o terceiro Congresso Internacional de Moda e Design, a decorrer de 9 a 12 de maio de 2016 na cidade de Buenos Aires, subordinado ao tema : EM--‐TRAMAS. A presente edição é organizada pela Faculdade de Arquitetura, Desenho e Urbanismo da Universidade de Buenos Aires, em conjunto com o Departamento de Engenharia Têxtil da Universidade do Minho e com a ABEPEM – Associação Brasileira de Estudos e Pesquisa em Moda.info:eu-repo/semantics/publishedVersio
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