Journal of Advertising and Sales Management

Journal of Advertising and Sales Management

Customer experience management model in the field of innovation in the provision of car assistance services

Authors
mahmoud eghbali 1
hamid saeedi 2
Hamidreza Saeidnia 3
Fariz taheri kia 4
1 PhD student, Department of Business Administration, Emirates Branch, Islamic Azad University, Dubai, United Arab Emirates.
2 Assistant Professor, Department of Business Management, Yadgar Imam Khomeini Unit, Shahr Ray, Islamic Azad University, Tehran, Iran.
3 Associate Professor, Department of Business Management, Faculty of Management and Social Sciences, North Tehran Branch, Islamic Azad University, Tehran, Iran
4 Assistant Professor, Department of Business Management, Firuzkoh Branch, Islamic Azad University, Tehran, Iran. The
JABM.3.2.15564.3588
Abstract
The purpose of this research is to provide a customer experience management model in the field of innovation in providing car assistance services. The current research is fundamental and by using a mixed approach, it has sought to provide a customer experience management model in the field of providing car assistance services. According to the results of the research in the qualitative part, the findings of the interview and coding in six categories include causal conditions such as experiential brand, understanding the needs of customers, the variety of customers' golden card, the desire to market and monitor competitors, and background conditions such as fulfilling obligations on time. The company, sales of mobile aid subscriptions, aid workers, adjustment of golden subscription costs, strategies such as preventing unauthorized users, increasing sales with the 400250 program, providing on-site service, a pleasant experience of having an aid card and a strategic perspective, and intervening conditions such as repurchasing an aid card. Long-term relationship with customers, dependence on the company, increasing advertising, loyalty to purchase, brand credibility, social responsibility and consequences including improving the service process, managing brand value creation, trying to create a great experience, creating experience, improving satisfaction with the performance of Iran Khodro. is a brand evaluation program. In the quantitative part that is presented to evaluate the paradigm model, the findings from the researcher's questionnaire showed that all the factors identified in the qualitative part are effective on customer experience management.
Keywords
Customer experience
vehicle assistance
hybrid approach
data foundation

Subjects

دانایی فر،حسن،الوانی،سید مهدی ،عادل آذر(1398) روش شناسی پژوهش کیفی در مدیریت: رویکردی جامع،انتشارات اشراق

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Journal of Advertising and Sales Management
Volume 4, Issue 3 - Serial Number 15
Spring 2023
Pages 474-492