You can not do it yourself: enhancing experience through co-creation

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216305%3A26510%2F19%3APU129923" target="_blank" >RIV/00216305:26510/19:PU129923 - isvavai.cz</a>

Result on the web

<a href="http://dx.doi.org/10.13164/trends.2019.33.51" target="_blank" >http://dx.doi.org/10.13164/trends.2019.33.51</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.13164/trends.2019.33.51" target="_blank" >10.13164/trends.2019.33.51</a>

Result language

angličtina

Original language name

You can not do it yourself: enhancing experience through co-creation

Original language description

Customer experience management is a new marketing direction that will allow companies to differentiate themselves and gain a competitive advantage. The core ability of companies adopting the customer experience management approach is to be able to understand customers’ perceptions of their business that is often significantly different from the conventional company’s view. It encompasses every aspect of a company’s offering from advertising, features of products and services to ease of use, reliability or the quality of customer care. Co-creation is a management initiative, or form of economic strategy, that brings different parties together, in order to jointly produce a mutually valued outcome. Co-creation brings a blend of ideas from direct customers which in turn creates new ideas to the organization. This article focuses on the issue of co-creating value in transport across the city. First, it defines the co-creation of value, as understood by individual authors, and also deals with customer experience. This is done by secondary research, ie analysis of scientific articles. This is followed by primary research conducted using an online questionnaire, informal interviews and captured memorable moments. The article identifies which factors influence the co-creation of value and to what extent they are influenced by the company itself and to what extent it affects only the customers.

Czech name

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Czech description

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Type

J_ost - Miscellaneous article in a specialist periodical

CEP classification

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OECD FORD branch

50204 - Business and management

Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2019

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Trends in Economics and Management

ISSN

2336-6508

e-ISSN

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Volume of the periodical

13

Issue of the periodical within the volume

33

Country of publishing house

CZ - CZECH REPUBLIC

Number of pages

7

Pages from-to

51-57

UT code for WoS article

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EID of the result in the Scopus database

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