De-humanizing the customer experience: a conceptual framework

Technologies like smart services, artificial intelligence and cloud-based systems are reengineering current best practices, de-humanizing the customer experience and leading to new forms of interactions between human and machines. The topic is quite new in marketing and management. In particular, the effects of sales and marketing automation on customer experience are quite under investigated. This theoretical paper will develop a conceptual framework to find out variables moderating the relationship between automation (SMA) processes and customer experience (CX), as well as factors impacting positively and negatively on it. Important managerial implications derive from this study given the increasing number of companies who will approach the topic fast, by prompting to re-design daily operations and inherently change customer-firm interactions

Infância e Escola: tempos e espaços de crianças

Resumo: A infância é abordada, neste artigo, como viés para pôr em discussão o tempo cronológico, demarcado por uma linearidade ordenada pelo progresso e pela racionalidade. Conjugando escritos poéticos de Mario Quintana com os diálogos e os mapas vivenciais das crianças em uma escola, este texto tem como objetivo discutir como tempos e espaços repercutem na construção da infância e nos processos educativos de crianças, no sentido de problematizar as dimensões calculadas e previsíveis que essas categorias assumem nesse contexto social. Buscamos, assim, dar visibilidade ao tempo do inusitado nas experiências das crianças, na escola, ao destacar como, nesse espaço, elas operam rupturas com a temporalidade contínua, progressiva e linear

Key features of Relationship Value and their Management

Literature on relationship value is increasingly stressing the complexity of the concept in addition to the traditional economic view. Such complexity has been translated into five key features of relationship, which have shown to have important consequences for relationship management. This paper is aimed at understanding the implications deriving from the 5 characteristics of relationship value and the way they can be managed. The study is based on 72 interviews in the Mikron Tool’s business network