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

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

J_ost - Ostatní články v recenzovaných periodicích

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2019

Kód důvěrnosti údajů

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

Název periodika

Trends in Economics and Management

ISSN

2336-6508

e-ISSN

—

Svazek periodika

13

Číslo periodika v rámci svazku

33

Stát vydavatele periodika

CZ - Česká republika

Počet stran výsledku

7

Strana od-do

51-57

Kód UT WoS článku

—

EID výsledku v databázi Scopus

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