Informacja

Drogi użytkowniku, aplikacja do prawidłowego działania wymaga obsługi JavaScript. Proszę włącz obsługę JavaScript w Twojej przeglądarce.

English (EN)·Polski (PL)·Yкраїнський (UK)
Przejdź do strony domowej biblioteki Centralna Biblioteka Wojskowa Link otwiera się w nowym oknie Logo biblioteki Prolib Integro - strona głównaCentralna Biblioteka Wojskowa

Wyszukujesz frazę "customer journey" wg kryterium: Temat

  Lista filtrów
Wyrównaj
    Wyświetlanie 1-12 z 12
    Tytuł:
    Supporting the customer journey with digital instruments of marketing communications
    Autorzy:
    Ugolkov, Ievgenii
    Karyy, Oleh
    Powiązania:
    https://bibliotekanauki.pl/articles/609794.pdf
    Data publikacji:
    2019
    Wydawca:
    Uniwersytet Marii Curie-Skłodowskiej. Wydawnictwo Uniwersytetu Marii Curie-Skłodowskiej
    Tematy:
    customer journey
    customer experience
    customer journey map
    content
    Opis:
    This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer's travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer’s journey map design must be supported by digital means, especially in marketing communication. The customer’s journey map should be tailored to the specific industry and this opens up the need for further research in this field.
    This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.
    Źródło:
    Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia; 2019, 53, 2
    0459-9586
    Pojawia się w:
    Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Application of the Design Thinking Method in Customer Experience Management
    Autorzy:
    Prorok, Michał
    Kosicka, Izabela
    Powiązania:
    https://bibliotekanauki.pl/articles/11364516.pdf
    Data publikacji:
    2021-12-30
    Wydawca:
    Sieć Badawcza Łukasiewicz - Instytut Lotnictwa
    Tematy:
    design thinking
    customer experience management
    customer experience
    customer journey map
    persona
    Opis:
    The aim of this paper is to conceptualize Design Thinking and customer experience management (CEM), to situate the use of the Design Thinking method in customer experience management processes and to present its practical application based on a case study from the financial services industry — the trade credit insurer, Euler Hermes Poland, Towarzystwo Ubezpieczeń S.A. This article is an attempt to identify actionable Design Thinking process elements and tools and their intersections with the components of the Customer Experience Management processes.
    Źródło:
    Marketing Instytucji Naukowych i Badawczych; 2021, 42, 4; 35-40
    2353-8414
    Pojawia się w:
    Marketing Instytucji Naukowych i Badawczych
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Consumer experience in phone communication in the service purchasing process
    Autorzy:
    Bondos, Ilona
    Powiązania:
    https://bibliotekanauki.pl/articles/610889.pdf
    Data publikacji:
    2019
    Wydawca:
    Uniwersytet Marii Curie-Skłodowskiej. Wydawnictwo Uniwersytetu Marii Curie-Skłodowskiej
    Tematy:
    service buying process
    customer journey, phone channel
    consumer-initiated communications
    CIC
    multichanneling
    Opis:
    Theoretical background: Consumers today are presented with a myriad of opportunities through the purchase process can be realized (Yrjölä et al., 2018, p. 1133). Customer journey can be defined as a buyer’s behaviour in multi (omni) environment with the goal of finalizing purchase transactions and acquiring positive (seamless, holistic) customer experiences. Researchers look at a service buying process as the customer value-adding journey (Saghiri et al. 2017; Wilding, 2003) and its prime objective is to deliver positive customer experience at each of stages of buying process. According to media richness theory (MRT) voice-based communication is ranked higher than text-based communication along the media richness continuum (Daft & Lengel, 1984), however some additional findings have been also exposed. Taking into account the traditional continuum of media richness phone communications is perceived as rich in information, only face to face contact is seen as richer (Suh, 1999). As is stated in Rhee (2010), customer-initiated communications via phone channel is preferred when consumer faces an extended problem-solving (high perceived risk/low familiarity). Whereas, in case of routine problem-solving situation online channel is preferred. However, some relevant research on marketing channel richness have been proposed by Kwak (2012) as well as Lipowski and Bondos (2018). According to this research stream, the medium itself does not necessarily determine its perceived media richness. The key factor is user’s familiarity with a particular marketing channel and his/her ability to use its communicational potential.Purpose of the article: The present study attempts to provide evidence about the potential of the phone channel as the channel of contact with the service provider through the entire service buying process including four stages: pre-purchase, purchase, post-purchase and resignation from service. The main goal of the study is to identify the level of customers’ experience/knowledge of using phone channel by the three consumer generations (Baby Boomers, X and Y).Research methods: The survey study was conducted in September-November 2015 on a group of 1103 respondents (Polish adult consumers) including 357 (BB), 390 (X) and 356 (Y). The research sample was determined by quota-random method; CAPI (computer assisted personal interview) method was used with a standardized questionnaire. In order to verify research hypothesis MANOVA was used with data on three customer generations.Main findings: BB generation possesses the smallest experience in phone communication in the service buying process. The next one is the X generation with bigger phone communication experience than BB but lower than Y generation. At each stage in service purchasing process Y generation is the most knowledgeable in the area of phone communication. In general, there is a visible downward trend of the own experience level along with further stages in the service purchasing process. In terms of phone communication the most mysterious for customers is the last phase.
    Źródło:
    Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia; 2019, 53, 1
    0459-9586
    Pojawia się w:
    Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Customer Journey Clue-based Service Failure Prevention
    Autorzy:
    Labajan, Ruth April A.
    Koomsap, Pisut
    Powiązania:
    https://bibliotekanauki.pl/articles/111856.pdf
    Data publikacji:
    2019
    Wydawca:
    Stowarzyszenie Menedżerów Jakości i Produkcji
    Tematy:
    customer-centric service failure prevention
    customer journey
    service clues
    customer-oriented FMEA
    zarządzanie jakością
    zorientowanie na klienta
    FMEA
    Opis:
    Customers and their perception towards service are considered as a determinant of service failure, and so, service failure and its prevention must be looked into from the perspective of the customers. This paper presents a customer-centric service failure prevention framework, which aims to provide a holistic way of service failure prevention by integrating service delivery assessment and failure analysis from a customer perspective, encompassing failure identification, assessment and prioritization of failures as a basis for corrective actions. Customer journey, service clues, and customer oriented-FMEA are employed to develop the proposed framework. The approach was applied to an enrolment process showing that using customer journey assists in determining customer processes, needs, wants and touch points in the service, and when used together with service clues further facilitates systematic and effective unveiling of potential failures that are important to customers. Assessment of failures and its prioritization with customer perspective leads to better prioritization that is reflective of the voice of customers. The case study shows that higher risk is imposed by actions emanating from the employees, reinforcing further that service failures not only concern functionality of the service but equally important also are the encounter of customers with service employees and the environment.
    Źródło:
    Production Engineering Archives; 2019, 25; 21-34
    2353-5156
    2353-7779
    Pojawia się w:
    Production Engineering Archives
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Conversion Attribution: What Is Missed by the Advertising Industry? he OPEC Model and Its Consequences for Media Mix Modeling
    Autorzy:
    Zaremba, Arkadiusz
    Powiązania:
    https://bibliotekanauki.pl/articles/2014159.pdf
    Data publikacji:
    2020
    Wydawca:
    Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
    Tematy:
    online customer journey
    budget allocation
    multi-channel conversion attribution
    paid owned earned category media
    Opis:
    Marketers are currently focused on proper budget allocation to maximize ROI from online advertising. They use conversion attribution models assessing the impact of specific media channels (display, search engine ads, social media, etc.). Marketers use the data gathered from paid, owned, and earned media and do not take into consideration customer activities in category media, which are covered by the OPEC (owned, paid, earned, category) media model that the author of this paper proposes. The aim of this article is to provide a comprehensive review of the scientific literature related to the topic of conversion attribution for the period of 2010–2019 and to present the theoretical implications of not including the data from category media in marketers’ analyses of conversion attribution. The results of the review and the analysis provide information about the development of the subject, the popularity of particular conversion attribution models, the ideas of how to overcome obstacles that result from data being absent from analyses. Also, a direction for further research on online customer behavior is presented.
    Źródło:
    Journal of Marketing and Consumer Behaviour in Emerging Markets; 2020, 1(10); 4-23
    2449-6634
    Pojawia się w:
    Journal of Marketing and Consumer Behaviour in Emerging Markets
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Różnice międzypokoleniowe w zachowaniu konsumentów w kanale sprzedaży usług
    Autorzy:
    Lipowski, Marcin
    Powiązania:
    https://bibliotekanauki.pl/articles/610489.pdf
    Data publikacji:
    2017
    Wydawca:
    Uniwersytet Marii Curie-Skłodowskiej. Wydawnictwo Uniwersytetu Marii Curie-Skłodowskiej
    Tematy:
    customer generation
    customer journey
    multichanneling
    channel distribution
    service distribution
    pokolenie konsumentów
    proces zakupowy
    multikanałowość
    kanał dystrybucji
    dystrybucja usług
    Opis:
    The article presents differences in behaviors of representatives of Baby Boomers, and Generations X and Y in the selection of service channel distribution at the search and purchase stages. The data were conducted by computer-assisted personal interview (CAPI). The study confimed the oldest consumers’ preferences for the traditional contact in point of sales and increased use of on-line technology as consumer age declines.
    W artykule zaprezentowano różnice w zachowaniach przedstawicieli pokoleń Baby Boomers, X oraz Y w wyborze kanałów dystrybucji usług na etapie poszukiwania informacji oraz zakupu. Przeprowadzone badania potwierdziły preferencje najstarszych konsumentów wobec tradycyjnego kontaktu w punkcie sprzedaży oraz wzrost wykorzystania technologii online w miarę obniżania się wieku konsumenta.
    Źródło:
    Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia; 2017, 51, 2
    0459-9586
    Pojawia się w:
    Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Building consumer engagement and loyalty while traversing the customer journey in the online space
    Autorzy:
    Bajak, Maria
    Spendel, Łukasz
    Powiązania:
    https://bibliotekanauki.pl/articles/27313536.pdf
    Data publikacji:
    2022
    Wydawca:
    Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
    Tematy:
    consumer loyalty
    E-Commerce
    market communication
    buyer behavior
    customer journey
    lojalność konsumentów
    Handel elektroniczny
    komunikacja rynkowa
    zachowania nabywców
    Opis:
    Purpose: The overriding goal of the considerations is to recognize the phenomena occurring when the buyer traverses the customer journey in the online space and their importance in building his commitment and loyalty. Design/methodology/approach: Dynamic technological progress significantly influences the course of consumer's decision-making processes. Brands are looking for more and more touchpoints on the customer's journey in order to be able to smoothly surround the recipient with messages. As part of the considerations, it was examined how the forms and tools of marketing communication can support marketing activities at individual stages of the customer journey. Findings: The presented publication classifies online marketing communication tools and indicates their links with the various stages of purchasing, the 5A model and building an active consumer attitude towards the brand. Research limitations/implications: The article contains a preliminary study. In the future it is planned to conduct additional quantitative and qualitative research. The study will help to perform a comprehensive analysis of the application being discussed. Practical implications: The right choice of forms and tools of marketing communication not only determines the purchase, but also builds the commitment and loyalty of the buyer, who may ultimately become a brand advocate. Therefore, it is particularly important to have a holistic approach to the dialogue with the consumer and to understand the mechanisms influencing his decisions. Originality/value: Although the topic of e-commerce appears in academic publications, only a few of them relate these devices to the customer journey. This paper comprehensively deals with this topic and focuses on the relationship between online customer journey, the 5A model and the promotion mix tools.
    Źródło:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2022, 160; 39--52
    1641-3466
    Pojawia się w:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Using customer journey mapping to improve public services: A critical analysis of the literature
    Wykorzystanie mapowania podróży klienta do usprawniania usług publicznych: krytyczna analiza literatury
    Autorzy:
    Ludwiczak, Anna
    Powiązania:
    https://bibliotekanauki.pl/articles/2064456.pdf
    Data publikacji:
    2021
    Wydawca:
    Uniwersytet Zielonogórski. Wydział Ekonomii i Zarządzania
    Tematy:
    customer journey map
    customer experience
    continuous improvement
    public services
    public administration
    mapowanie ścieżki klienta
    doświadczenia klientów
    ciągłe doskonalenie
    usługi publiczne
    administracja publiczna
    Opis:
    Providing clients with public services that will meet their needs and expectations requires not only testing their satisfaction. In order to better improve service processes in the context of customer orientation, customer experiences should be identified and taken into account in the process of continuous improvement. A tool that can be used for this purpose is Customer Journey Mapping (CJM). The purpose of this article is to lay the foundations for a better understanding of customer experience mapping in public services, and to identify and evaluate examples of its use in the public sector. The first part of the study characterizes the client and his experience in public services. Then the results of a literature review on the use of CJM in public services are presented. The last part summarizes the results obtained and sets the directions for future research.
    Zapewnienie klientom usług publicznych, które będą spełniały ich potrzeby i oczekiwania wymaga nie tylko badania ich satysfakcji. Aby lepiej usprawniać procesy usługowe w kontekście orientacji na klienta powinno się identyfikować doświadczenia klientów i uwzględniać je w procesie ciągłego doskonalenia. Narzędziem, które można wykorzystać do tego celu jest mapowanie podróży klienta (CJM). Celem artykułu jest stworzenie podstaw dla lepszego zrozumienia problematyki mapowania doświadczeń klientów w usługach publicznych oraz identyfikacja i ocena przykładów zastosowania tego narzędzia w sektorze publicznym. W pierwszej części opracowania scharakteryzowano klienta i jego doświadczenia w usługach publicznych. Następnie przedstawiono wyniki przeglądu literatury dotyczącego wykorzystania CJM w usługach publicznych. W ostatniej części podsumowano uzyskane wyniki oraz określono kierunki przyszłych badań.
    Źródło:
    Management; 2021, 25, 2; 22--35
    1429-9321
    2299-193X
    Pojawia się w:
    Management
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Beacons as the touchpoints on the customer journey
    Autorzy:
    Bajak, Maria
    Powiązania:
    https://bibliotekanauki.pl/articles/27313548.pdf
    Data publikacji:
    2022
    Wydawca:
    Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
    Tematy:
    beacons
    customer journey
    consumer buying behavior
    touchpoints
    market communication
    model 5A
    beacon
    zachowania zakupowe konsumentów
    touchpointy
    komunikacja rynkowa
    Opis:
    Purpose: The overriding goal of the presented considerations is to discuss beacons as consumer-brand touchpoints. In addition, the possibilities of using these sensors at various stages of the customer journey to implement the assumptions of the 5A model and build a lasting relationship with the buyer were indicated. Design/methodology/approach: In order to build a lasting relationship with the consumer, it is necessary to conduct multidimensional marketing communication based on numerous touchpoints. This interaction is assisted by mobile devices and many different technological solutions. One of them may be beacons, supporting consumer service at every stage of the customer journey. As part of the considerations, it was examined how the sensors can support marketing activities at individual stages of the customer journey. Findings: As part of the research, it was determined what role beacons can play at every stage of the customer journey, as well as their connections with promotion-mix elements. An attempt has been also made to indicate how these devices can create a holistic experience leading to buyer satisfaction and ultimately their loyalty. Research limitations/implications: The article contains a preliminary study. In the future it is planned to conduct additional quantitative and qualitative research. The study will help to perform a comprehensive analysis of the application being discussed. Practical implications: The article can help businesses to better realize the potential of beacons as a tool to support consumers during the shopping experience. It shows practical ways of using devices as part of individual promotional mix elements, which allows for their optimal use at all stages of the customer journey. Originality/value: Although the topic of beacons in commerce appears in academic publications, only a few of them relate these devices to the customer journey. This paper comprehensively deals with this topic and focuses on the relationship between sensors, the 5A model and the promotion mix tools.
    Źródło:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2022, 155; 17--29
    1641-3466
    Pojawia się w:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Customer experience analysis of cosmetics retail store on millennial women
    Autorzy:
    Theopilus, Yansen
    Yogasara, Thedy
    Theresia, Clara
    Ardine, Dessy
    Powiązania:
    https://bibliotekanauki.pl/articles/2014149.pdf
    Data publikacji:
    2021
    Wydawca:
    Politechnika Białostocka. Oficyna Wydawnicza Politechniki Białostockiej
    Tematy:
    customer experience
    cosmetics
    millennial women
    retail
    eye tracking
    customer journey analysis
    retrospective think aloud
    in-depth interview
    doświadczenie klienta
    kosmetyki
    kobiety z pokolenia millenialsów
    sprzedaż detaliczna
    analiza podróży klienta
    retrospektywne myślenie na głos
    wywiad poglądowy
    Opis:
    Nowadays, customer experience is one of the most powerful forces to increase customer satisfaction, customer loyalty, service quality, and company profit, especially for the cosmetics retail industry that is strongly influenced by the hedonic aspects. Therefore, this exploratory study aims to analyse plausible combinations of factors to reveal commonalities of online and offline customer experience with retail stores to support retailers in the alignment of the store system design with the promising profile of millennial women. The study uses a combination of several methods to conduct a comprehensive analysis, namely Eye Tracking (ET), Customer Journey Analysis (CJA), Retrospective Think Aloud (RTA), and In-Depth Interview (IDI). The analytical methods deliver qualitative and quantitative data to explore both positive and negative experiences from the customer point of view. The study reveals many possible factors that can bring positive or negative customer experience from a cosmetics retail store. Based on the findings, the design recommendations for offline and online cosmetics retail stores (physical, interface, and service systems) were made to help cosmetics retailers produce a positive customer experience. This paper provides two research contributions to the field of service experience. First, the study uses an original combination of four methods that have never been used to explore the experience comprehensively. The combination can increase the depth of this exploratory study in understanding the complexity of all customer experience dimensions. Therefore, this study brings a fresh perspective on the development of the method that can be used by many researchers in a similar area. Second, this study fills the existing gap in that area of exploratory research on customer experience in the cosmetics retail sector. This study could help many cosmetics offline or online retailers to improve their store system to bring a positive customer experience to millennial women as their biggest customer segment. This study could also inform the system design for new “players” in the cosmetics retail industry with valuable guidelines for a positive shopping experience at their store.
    Źródło:
    Engineering Management in Production and Services; 2021, 13, 2; 29-45
    2543-6597
    2543-912X
    Pojawia się w:
    Engineering Management in Production and Services
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Conversion attribution in the online environment — identification of crucial decision path stages. Theory and case study
    Atrybucja konwersji w środowisku internetowym – identyfikacja kluczowych etapów decyzyjnych. Teoria oraz studium przypadku
    Autorzy:
    Zaremba, Arkadiusz
    Powiązania:
    https://bibliotekanauki.pl/articles/1058894.pdf
    Data publikacji:
    2019-04-30
    Wydawca:
    Polskie Wydawnictwo Ekonomiczne
    Tematy:
    conversion attribution
    customer journey
    online conversion path
    online decision making process
    impact of online media
    atrybucja konwersji
    ścieżka decyzyjna klienta
    ścieżka konwersji online
    proces podejmowania decyzji online
    wpływ mediów internetowych
    Opis:
    This paper presents a review of marketing theories on the topic of consumer behaviour from the perspective of the consumer and the marketer and its adaptation to the online advertising environment. As previous researches have shown, there is a strong need to verify these theories in practice using real consumer data, and not surveys conducted among students - as most researchers do. In order to show the complexity of online advertising and measurement tools, 565 real online consumer journey paths were analysed using several most popular conversion attribution models. The results confirm that classical decision making processes are still suitable to current consumer behaviour but there exist many difficulties in indicating channels responsible for particular decision making process stages and technology limitations require some further research.
    Artykuł prezentuje przegląd teorii w zakresie zachowań konsumenckich, wraz z ich adaptacją do warunków środowiska reklamy internetowej, jednocześnie z perspektywy konsumenta oraz marketera. Poprzednie badania naukowe w tym obszarze wskazywały na silną potrzebę weryfikacji teorii zachowania konsumentów w obszarze internetowym poprzez wykorzystanie obserwacji realnych zachowań konsumentów. Aby pokazać złożoność narzędzi reklamy internetowej i sposobów pomiaru, dokonano analizy 565 ścieżek decyzyjnych realnych konsumentów z wykorzystaniem kilku popularnych modeli atrybucji. Wyniki potwierdzają, że klasyczne modele decyzyjne są wciąż zbieżne z obecnymi zachowaniami konsumenckimi w środowisku internetowym, jednakże należy pamiętać o wielu trudnościach związanych z analizą wpływu poszczególnych kanałów reklamowych na podejmowanie decyzji przez konsumenta oraz ograniczeniach technologicznych, co wymaga dalszych badań.
    Źródło:
    Marketing i Rynek; 2019, 4; 15-29
    1231-7853
    Pojawia się w:
    Marketing i Rynek
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Modern Approach to E-commerce in China Based on WeChat as an Example of an All-In-One ‘Super App’
    Współczesne podejście do E-commerce w Chinach oparte na aplikacji WeChat jako przykład All-In-One „Super Aplikacji”
    Autorzy:
    Wydymus, Karolina
    Powiązania:
    https://bibliotekanauki.pl/articles/40812532.pdf
    Data publikacji:
    2023-06-30
    Wydawca:
    Uniwersytet Dolnośląski DSW. Wydawnictwo Naukowe DSW
    Tematy:
    WeChat
    All-in-one „Super aplikacje”
    zakazane aplikacje
    ścieżka klienta
    E-commerce
    Wielka Chińska Zapora Ogniowa
    All-In-One ‘Super Apps’
    banned applications
    customer journey
    The Great Firewall of China
    Opis:
    The late 1990s, when censorship was introduced in China, was a watershed moment for many Chinese companies. At that time, as many Western applications became banned in China, Chinese entrepreneurs began to develop their products at a much faster pace. An example is Tencent company which launched the WeChat application, which revolutionized the E-commerce market in China within just a few years. Chinese E-commerce differs from the Western Internet markets by the characteristics of consumer behavior, shopping platforms, or brands, which is a new co-creation model among consumers and brands. The given research paper presents a fragment of the results of own research conducted among the entrepreneurs and individuals who use the WeChat application for business or/and private purposes in China. The aim of the following study is to present the Chinese E-commerce market, and the difference between the Western and Chinese customer approaches in the example of the WeChat application. The research method used is a WeChat application case study in China. The source of the work is an analysis of the literature query in the field of E-commerce, analysis of the statistical data, and primary data, i.e., a fragment of the results of the pilot own research.
    Koniec lat 90., czyli czas wprowadzenia cenzury w Chinach, był momentem przełomowym dla chińskich firm. Podczas gdy ówcześnie wiele zachodnich aplikacji zostało zakazanych w Chinach, chińscy przedsiębiorcy zaczęli rozwijać swoje produkty w znacznie szybszym tempie. Przykładem jest firma Tencent, twórca aplikacji WeChat, która zaledwie w ciągu kilku lat zrewolucjonizowała rynek E-commerce w Chinach. Chiński E-commerce różni się od zachodnich rynków internetowych charakterystyką zachowania konsumenta, platform zakupowych czy marek, jest nowym modelem współtworzenia wśród konsumentów. W niniejszej pracy przedstawiono fragment wyników badań własnych przeprowadzonych wśród przedsiębiorców oraz osób prywatnych korzystających z aplikacji WeChat do celów biznesowych lub/i prywatnych w Chinach. Celem poniższego opracowania jest przedstawienie chińskiego E-commerce oraz różnic pomiędzy zachowaniem klienta Zachodniego i Chińskiego na przykładzie aplikacji WeChat. Zastosowaną metodą badawczą jest studium przypadku aplikacji WeChat w Chinach. Źródła pracy stanowią analiza kwerendy literatury przedmiotu z zakresu E-commerce, analiza danych statystycznych, badań pierwotnych, tj. fragment wyników pilotażowych badań własnych.
    Źródło:
    Rocznik Bezpieczeństwa Międzynarodowego; 2023, 17, 1; 145-169
    1896-8848
    2450-3436
    Pojawia się w:
    Rocznik Bezpieczeństwa Międzynarodowego
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
      Wyświetlanie 1-12 z 12

      Ta witryna wykorzystuje pliki cookies do przechowywania informacji na Twoim komputerze. Pliki cookies stosujemy w celu świadczenia usług na najwyższym poziomie, w tym w sposób dostosowany do indywidualnych potrzeb. Korzystanie z witryny bez zmiany ustawień dotyczących cookies oznacza, że będą one zamieszczane w Twoim komputerze. W każdym momencie możesz dokonać zmiany ustawień dotyczących cookies