One-Voice Strategy for Customer Engagement
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Summary
A conceptual framework of firm capabilities that enable firms to operate with “one voice” to deliver seamless, harmonious, and reliable interactions across diverse interfaces in a customer journey is developed.
- Type
- article
- Published
- 2020-03-27
- Cited by
- 68
- References
- 92
- Access
- Open access
- OpenAlex
- https://openalex.org/W3013660926
- Semantic Scholar
- https://api.semanticscholar.org/CorpusID:215750464
Keywords
Customer engagement, Equifinality, Knowledge management, Computer science, Voice of the customer
References
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- Research framework, strategies, and applications of intelligent agent technologies (IATs) in marketing
- The Impact of Cross-Channel Integration on Retailers’ Sales Growth
- Internet of intelligent things and robot as a service
- Commentary—Toward a Research Agenda for Human-Centered Service System Innovation
- Key Drivers of Frontline Employee Generation of Ideas for Customer Service Improvement
- Between Person and Person: Dialogical Pedagogy in Authentic Leadership Development
- What Firms Do? Coordination, Identity, and Learning
- From Multi-Channel Retailing to Omni-Channel Retailing: Introduction to the Special Issue on Multi-Channel Retailing
- Do Frontline Mechanisms Matter? Impact of Quality and Productivity Orientations on Unit Revenue, Efficiency, and Customer Satisfaction
- The Firm as a Coordination System: Evidence from Software Services Offshoring
Cited by
- A strategic framework for artificial intelligence in marketing
- Going on a journey: A review of the customer journey literature
- Rise of the Machines? Customer Engagement in Automated Service Interactions
- Robotic involvement in the service encounter: a value-centric experience framework and empirical validation
- Fifteen years of customer engagement research: a bibliometric and network analysis
- Artificial Intelligence in the B2C Service Sector – A Literature Review
- The impact of negative customer engagement on market-based assets and financial performance
- The role of capabilities in shaping sustainable supply chain flexibility and enhancing circular economy-target performance: an empirical study
- Artificial Intelligence Methodologies for Data Management
- How Can Firms Effectively Use Technology in Customer Journey Management
- Value co-creation 'gradients': enabling human-machine interactions through AI-based DSS
- Formalizing the strategic product deletion decision: incorporating multiple stakeholder views
- Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions
- Artificial intelligence in customer relationship management: literature review and future research directions
- Customer engagement with service providers: an empirical investigation of customer engagement dispositions
- Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes
- Discovering meaningful engagement through interaction between customers and service robots
- Artificial Intelligence as a Service, Economic Growth, and Well-Being
- The impact of perceived control and power on adolescents’ acceptance intention of intelligent online services
- Transfer of Autonomous Sensory Meridian Response (ASMR) to Relationship Marketing: Potential Effects on Perceived Customer Intimacy
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