arbiter
JournalsAccount

Information Technology: A Tool To Drive Customer Experience

Sumant Kumar Tewari

Academy of Marketing Studies Journal2022article
ABDC B
Weight
0.26

Abstract

The purpose of this study is to audit the IT for driving customer experience. To achieve this objective an interdisciplinary approach has been followed where the relation among the key dimensions of IT management, customer experience and marketing outcomes has been analysed. For this purpose integrated ISM-fuzzy MICMAC approach has been used. Firstly ISM model representing hierarchical structure of research items has been developed then with the help of fuzzy MICMAC technique items are analysed and classified into various group on the basis of their driving and dependence power. Findings of this research could be used by firms to understand the criticalities of research items and consider them in their strategies for improving their performance in the customer journey at various touch points through enhancing customer satisfaction, word-of-mouth recommendation and loyalty intentions

Cite this paper

@article{sumant2022,
  title        = {{Information Technology: A Tool To Drive Customer Experience}},
  author       = {Sumant Kumar Tewari},
  journal      = {Academy of Marketing Studies Journal},
  year         = {2022},
}

Paste directly into BibTeX, Zotero, or your reference manager.

Flag this paper

Information Technology: A Tool To Drive Customer Experience

Flags are reviewed by the Arbiter methodology team within 5 business days.

Evidence weight

0.26

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.00 × 0.4 = 0.00
M · momentum0.20 × 0.15 = 0.03
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.