Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

Applying the EEE customer mindset in luxury: reevaluating customer experience research and... This paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research constructs, models and frameworks need to be reevaluated during and after the Corona crisis and if so, how and why? Moreover, this paper contributes to CX research by analyzing the customer mindset from three perspectives: emotions, employment and expectations (EEE).Design/methodology/approachWe critically review current CX practices and investigate the impact on how customers perceive services in this time of crisis.FindingsBased on this critical analysis, we discuss implications for research and practice with reference to the example of the luxury industry with its historical emphasis on the CX. This discussion leads to related propositions and research directions through Corona and beyond.Originality/valueWe investigate the current customer mindset in more detail, which we divide into three main themes: emotions, employment and expectations (EEE). http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Service Management Emerald Publishing

Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

Loading next page...
 
/lp/emerald-publishing/applying-the-eee-customer-mindset-in-luxury-reevaluating-customer-tO0UYjSLlW

References (63)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1757-5818
DOI
10.1108/josm-05-2020-0159
Publisher site
See Article on Publisher Site

Abstract

This paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research constructs, models and frameworks need to be reevaluated during and after the Corona crisis and if so, how and why? Moreover, this paper contributes to CX research by analyzing the customer mindset from three perspectives: emotions, employment and expectations (EEE).Design/methodology/approachWe critically review current CX practices and investigate the impact on how customers perceive services in this time of crisis.FindingsBased on this critical analysis, we discuss implications for research and practice with reference to the example of the luxury industry with its historical emphasis on the CX. This discussion leads to related propositions and research directions through Corona and beyond.Originality/valueWe investigate the current customer mindset in more detail, which we divide into three main themes: emotions, employment and expectations (EEE).

Journal

Journal of Service ManagementEmerald Publishing

Published: Nov 17, 2020

Keywords: Customer experience; Luxury; Luxury customer experience; Luxury management; Emotions; Employment; Expectations; Covid-19

There are no references for this article.