scholarly journals The Role of Consumer and Customer Journeys in Customer Experience Driven and Open Innovation

2021 ◽  
Vol 7 (3) ◽  
pp. 185
Author(s):  
Gundars Kokins ◽  
Anita Straujuma ◽  
Inga Lapiņa
Keyword(s):  
Customer Experience ◽  
The European Union ◽  
Strategic Partnerships ◽  
Research Article ◽  
Consumer Goals ◽  
Consumer Journeys ◽  
Open Coding ◽  
Research Questions ◽  
Erasmus Programme

Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience theorists and practitioners, establishing that a hierarchical relationship between those exist. Customer Experience driven innovation evaluates opportunities mainly within touchpoints in Customer Journeys. However, there is still a gap in understanding how exactly those elements are interlinked and impact each other. This research article aims to create this understanding by answering three research questions: “To what extent, and how do Customer Journeys impact Consumer Journeys and vice versa?” and “Are touchpoints (including other actors) a sub-set of Consumer or Customer Journeys?” and “Where in the hierarchy should Customer Experience driven innovation opportunities be identified?”. Phenomenological interviews with participants of the Cambridge Venture Camp 2021, organized as part of the ERASMUS+ programme of the European Union within Strategic Partnerships for Higher Education were chosen for the research methodology. Grounded theory and open coding were used to interpret the collected data. In this article, we demonstrate how Consumer Journeys impact Customer Journeys, and that Customer Journeys do not impact other journeys directly, but rather by adjusting the higher-order goals of the Consumer through the response to the stimuli in the touchpoints. A theoretical model is proposed that highlights the interconnectivity of the different experience elements, and how to interpret Customer Experience driven innovation within the hierarchy.

scholarly journals Regional Mobility in Europe: The Importance of CEEPUS Based on Hungarian Evidence

2020 ◽  
pp. 81-90
Author(s):  
Peter Holicza
Keyword(s):  
The European Union ◽  
Professional Networks ◽  
Academic Networks ◽  
Mobility Programs ◽  
Strategic Role ◽  
Processed Sample ◽  
Exchange Programme ◽  
Erasmus Programme ◽  
Balkan States

Abstract The Central European Exchange Programme for University Studies (CEEPUS) was founded more than 25 years ago with the aim of supporting the strategic role of the region by academic and further cooperation among the Central, Eastern and Balkan States of Europe. Its framework covers mobility grants for students and teachers within academic networks designed to operate joint programmes and degrees. The importance and impact of CEEPUS are less researched and highlighted compared to the European Union flagship Erasmus Programme, but its results and potential made a comeback to international political agendas and are an actual topic on policy forums. The current scheme is secured only until 2025. Therefore, this research intends to support decision and policymaking processes for future planning by presenting the outcomes of programme participation and necessary changes for improvement and to answer whether the CEEPUS is still needed besides the Erasmus+ and other mobility programs. Hungary is among the founders and one of the most important member states considering the allocated grants, the number of professional networks and mobilities—that make the processed sample representative and valuable.

scholarly journals Fresh perspectives on customer experience

2015 ◽  
Vol 29 (6/7) ◽  
pp. 430-435 ◽  
Author(s):  
Janet R. McColl-Kennedy ◽  
Anders Gustafsson ◽  
Elina Jaakkola ◽  
Phil Klaus ◽  
Zoe Jane Radnor ◽  
...  
Keyword(s):  
Research Agenda ◽  
Design Methodology ◽  
Customer Experience ◽  
Future Research ◽  
Dynamic Nature ◽  
Content Type ◽  
Research Questions ◽  
Advance Theory ◽  
Over Time

Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach is conceptual identifying current gaps in research on customer experience. Findings – The findings include a set of research questions and research agenda for future research on customer experience. Originality/value – This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.

scholarly journals An analysis of Challenges of Paris Agreement on Climate Change after United States' Withdrawal: Emerging Role of EU, China and India

2017 ◽  
Vol 40 (1-4) ◽  
pp. 1-12
Author(s):  
Pradeep S. Chauhan
Keyword(s):  
United States ◽  
Active Role ◽  
The United States ◽  
Paris Agreement ◽  
The European Union ◽  
Strategic Partnerships ◽  
China And India ◽  
The Us ◽  
Us Government

The United States played a key role in clinching the Paris Agreement and in expediting the satisfaction process to facilitate the execution of the agreement as early as possible. The current political dispensation is not inclined to meet its previous commitment to reduce its CO2 emissions by 26 to 28 percent in 2005. The decision to withdraw of the US government has impelled decision makers around the world to reiterate their commitment to implement the Paris agreement. The European Union (EU) will have to assume a pro-active role in the long process of implementing the promises made in Paris. In view of the unwillingness of the United States to abide by its commitment the EU needs to fortify its strategic partnerships with other major emitters such as China and India. The objective of this paper is also to discuss that how the key players will cope with the emerging situations.

scholarly journals On The Role of Anti-globalist and Anti-European Attitudes in Extreme Right Ideology

Politeja ◽  
2019 ◽  
Vol 16 (6(63)) ◽  
pp. 125-138
Author(s):  
Agata Kałabunowska
Keyword(s):  
Radical Right ◽  
The Political ◽  
The European Union ◽  
Precise Location ◽  
The Core ◽  
Morphological Approach ◽  
Research Questions ◽  
Political Groups ◽  
Ideological Structure

This paper aims at analysing attitudes towards globalization processes and the European Union among five German political groups commonly categorized as extreme or radical right. It tries to answer research questions focusing on the role of anti-globalist and anti-European attitudes in the wider radical right ideology. The presented research follows Michael Freeden’s morphological approach to studying ideologies, with an attempt at finding the precise location of anti-globalist attitudes in the ideological structure of the political thought ofthe radical right. The author concludes that neither an anti-globalism nor ananti-European stance belong to the core of this ideology, but they rather play a secondary role.

scholarly journals Impact Assessment in the European Union: Lessons from a Research Project

2015 ◽  
Vol 6 (1) ◽  
pp. 27-34 ◽  
Author(s):  
Claire A. Dunlop ◽  
Claudio M. Radaelli
Keyword(s):  
Impact Assessment ◽  
Policy Evaluation ◽  
Policy Learning ◽  
The European Union ◽  
Research Project ◽  
Post Evaluation ◽  
Ex Post ◽  
Ex Ante ◽  
Research Questions

In this article, we present some major lessons drawn from a recently completed research project. Our research dealt with ex ante evaluation, mainly impact assessment (IA).We shed new light on research questions about the control of bureaucracy, the role of IA in decisionmaking, economics and policy learning, and the narrative dimension of appraisal.We identify how our findings stand in relation to conventional arguments about these issues, and reflect on their normative implications. We finally reason on the possible extensions of our arguments to the wider field of policy evaluation, connecting IA and ex post evaluation.

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

Quality assurance and quality improvement in medical practice – Part 1. Definition and importance of quality in medical practice

2012 ◽  
Vol 153 (3) ◽  
pp. 83-92
Author(s):  
Sándor Gődény
Keyword(s):  
Quality Assurance ◽  
Health Status ◽  
Quality Management ◽  
Medical Practice ◽  
Quality Measurement ◽  
The European Union ◽  
Management Quality ◽  
Hungarian Population ◽  
Healthcare Finance

In Hungary healthcare finance has decreased in proportion with the GDP, while the health status of the population is still ranks among the worst in the European Union. Since healthcare finance is not expected to increase, the number of practicing doctors per capita is continuously decreasing. In the coming years it is an important question that in this situation what methods can be used to prevent further deterioration of the health status of the Hungarian population, and within this is the role of the quality approach, and different methods of quality management. In the present and the forthcoming two articles those standpoints will be summarized which support the need for the integration of quality assurance in the everyday medical practice. In the first part the importance of quality thinking, quality management, quality assurance, necessity of quality measurement and improvement, furthermore, advantages of the quality systems will be discussed. Orv. Hetil., 2012, 153, 83–92.

Solidarity and Social Justice in the European Union Seventy Years after the Universal Declaration of Human Rights: The Role of European Judges

2019 ◽  
Vol 76 (3-4) ◽  
pp. 138-148
Author(s):  
Francesco Zammartino
Keyword(s):  
Human Rights ◽  
Universal Declaration ◽  
Social Progress ◽  
Economic Policies ◽  
International Level ◽  
The European Union ◽  
Human Beings ◽  
Government Programs ◽  
Binding Force

Seventy Years after its proclamation, the Universal Declaration of Human Rights, despite not having a binding force for the states, still provides at international level the fundamental text from which the principles and the values for the preservation of liberty and right of people are taken. In this article, the author particularly underlines the importance of Declaration’s article 1, which states: “All human beings are born free and equal in dignity and rights”. With these words the Declaration presses states to undertake economic policies aimed at achieving economic and social progress for all individuals. Unfortunately, we also have to underline the lack of effective social policies in government programs of the E.U. Member States. The author inquires whether it is left to European judges to affirm the importance of social welfare.

Role of Self Help Groups A Study with Specific Reference to Vellore District

GIS Business ◽  
2019 ◽  
Vol 14 (6) ◽  
pp. 243-252
Author(s):  
Dr. M.A. Bilal Ahmed ◽  
Dr. S. Thameemul Ansari
Keyword(s):  
Leadership Role ◽  
Three Dimensions ◽  
Specific Reference ◽  
Government Organizations ◽  
Research Article ◽  
Self Help ◽  
The People ◽  
The World ◽  
Self Help Groups

SHG is a movement which came to being in the early 1969. Prof. Muhammed Younus, a great economist of Bangladesh took initiative in setting up Self Help Groups and these SHGs were gradually spread all over the world. This social movement unites the people hailing from poor background. Those who are joining this group feel socially and economically responsible to one another. In India, there are some likeminded bodies and stakeholders of some government organizations play pivotal role towards the formation of SHG In this research article, role of SHGs in Vellore district is studies under the three dimensions of Cognitive role, leadership role and role towards entrepreneurship.

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