Development, Validation and Application of a Model

The purpose of this paper is to develop a reputation model for higher education programmes, provide empirical evidence for the model and illustrate its application by using Copenhagen Business School (CBS) as the recurrent case. The developed model is a cause-and-effect model linking image to reputation via rational and emotional evaluations as well as relevant corporate identity determinants. As reputation, image and identity are very complex concepts, it is important to determine which of the many elements should be included in the model. This paper discusses why a given aspect is important for higher education reputation and which relations exist between the included determinants from a theoretical perspective. It is demonstrated how the model and measurement system may be a useful management tool for the improvement of the reputation of a higher education. In this way, the model can help leaders of higher education institutions to set strategic directions and support their decisions in an effort to create even better study programmes with a better reputation. Finally, managerial implications and directions for future research are discussed. Keywords: Reputation, image, corporate identity, higher education, structural equation modelling

An Empirical Analysis in the Hotel Industry

This paper examines the links between employee attitudes, customer loyalty and company profitability. From a conceptual point of view, this employee-customer-profit chain, also known as the service-profit chain, is well founded and generally accepted. But for many companies, it seems difficult to demonstrate such links, and several issues must be addressed to uncover the links. To investigate these links empirically, a hotel chain provided data matching employee and customer measures with measures of profitability. We have successfully employed a modeling approach, and the paper reports empirical evidence of the employee-customer-profit chain. As it is possible to estimate the links, we have demonstrated their effect on company profitability. The research findings provide a better understanding of the service-profit chain and may help practitioners in improving company financial performance

Customer experience management and business performance

Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation, market performance and financial performance. The conceptual model is operationalized by a structural equation model, and the model is estimated and tested by using the partial least squares method. A survey among 484 companies in Denmark forms the empirical basis for the study. Findings – The findings provide evidence that the seven CEM dimensions influence financial performance. The high performing companies differentiate significantly from the low performing companies with regard to how they master CEM. All seven CEM dimensions are essential in producing differentiation, market performance and financial performance. Research limitations – This study is limited to the seven identified CEM dimensions in Danish companies. Practical implications – This study has clear implications in terms of identifying and measuring the importance of essential CEM dimensions which influence business performance. The results can help companies to understand CEM and develop CEM strategies. Originality/value – The paper provides a deeper insight into CEM and how CEM works

Kompetencer, innovation og kundeindsigt er vejen til bedre digitale kundeoplevelser

Analysen dækker danske virksomheders fokus på digitale kundeoplevelser og disses betydning for virksomhedens forretningsresultater. I alt 756 har deltaget i analysen der ligger som baggrund for denne forskningsrapport, primært ledere og personer med en betroet stilling og indsigt. Respondenterne er primært tilknyttet følgende funktioner i virksomheden: Salg & Marketing, Kundeservice, It/Digital, Forretningsudvikling og strategi, Økonomi, HR og Analyse. Fra en videnskabelig synsvinkel viser undersøgelsens spørgeskema og målinger god validitet, det vil sige gyldighed. Hver af modellens variable er målt ved et sæt af spørgsmål til respondenterne. Data er analyseret ved flere statistiske metoder. Der er gennemført reliabilitetsanalyser, som viser høj reliabilitet, det vil sige intern konsistens i svarene på spørgsmålene inden for modellens sammensatte variable. Der er gennemført regressionsanalyser til estimation og test af sammenhængende mellem modellens variable. Alle sammenhænge er statistisk signifikante, og der opnås stor forklaringskraft for modellen. På denne baggrund er der fra en teoretisk synsvinkel tale om en robust og solid model med pålidelige og anvendelige resultater

Danske CEO's på sporet af kunder og innovation

For 6. år i træk udgiver CBS/Institut for Afsætningsøkonomi og Rambøll Management Consulting rapporten CEMindex. Analysen afdækker danske virksomheders fokus på kundeoplevelser, og den ser på den forretningsmæssige betydning af at investere i kunderne. Ca. 600 virksomheder er repræsenteret i analysen, som har henvendt sig til CXO’s samt ledere inden for Salg & Marketing, Forretningsudvikling & Strategi, HR og andre relevante ledere. I forhold til de foregående år er analysemodellen i år ændret. Det har betydet, at der er indført nye dimensioner og spørgsmål. Ændringerne er foretaget ud fra en forskningsmæssig synsvinkel samt ud fra Rambølls erfaringer fra løsningen af mere end 100 projekter inden for området. Den ændrede model og de ændrede spørgsmål har betydet, at der er færre muligheder for sammenligning fra tidligere års CEMindex