Towards continuous customer satisfaction and experience management

A measurement framework design case in wireless B2B industry

Petri Kettunen, Mikko Ämmälä, Tanja Sauvola, Susanna Teppola, Jari Partanen, Simo Rontti

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

1 Citation (Scopus)

Abstract

Customer satisfaction (CS) is continuously important in modern industrial business environments. However, it is inherently affective even in B2B contexts and thus not directly controllable. Satisfaction impacting customer experiences (CX), respectively, can be managed by the supplier company. The company should first define its strategic CX vision, and then set the value-based CX goals accordingly. The goals have to be made transparent to the entire organization for producing the experiences with their current status and projected progress. A transparent measurement system is thus needed. In this research work, we have investigated how satisfying experiences (chiefly UX) can transparently be gauged in a B2B case company. Following our prior research approach, instead of attempting to cover all possible experience touchpoints in customer-supplier relationships, we focus on the main experience factors of the case company. A real-time predictive CS/CX measurement framework design is proposed. A use case is illustrated for initial evaluation.

Original languageEnglish
Title of host publicationProduct-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings
PublisherSpringer
Pages598-608
Number of pages11
Volume10027 LNCS
ISBN (Print)9783319490939
DOIs
Publication statusPublished - 1 Jan 2016
MoE publication typeA4 Article in a conference publication
Event17th International Conference on Product-Focused Software Process Improvement, PROFES 2016 - Trondheim, Norway
Duration: 24 Nov 201626 Nov 2016

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume10027 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference17th International Conference on Product-Focused Software Process Improvement, PROFES 2016
CountryNorway
CityTrondheim
Period24/11/1626/11/16

Fingerprint

Customer Satisfaction
Customer satisfaction
Industry
Use Case
Measurement System
Customers
Framework
Design
Experience
Entire
Cover
Real-time
Evaluation

Keywords

  • B2B
  • Customer experience
  • Key performance indicator
  • Service design
  • Transparency
  • User experience

Cite this

Kettunen, P., Ämmälä, M., Sauvola, T., Teppola, S., Partanen, J., & Rontti, S. (2016). Towards continuous customer satisfaction and experience management: A measurement framework design case in wireless B2B industry. In Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings (Vol. 10027 LNCS, pp. 598-608). Springer. Lecture Notes in Computer Science, Vol.. 10027 LNCS https://doi.org/10.1007/978-3-319-49094-6_45
Kettunen, Petri ; Ämmälä, Mikko ; Sauvola, Tanja ; Teppola, Susanna ; Partanen, Jari ; Rontti, Simo. / Towards continuous customer satisfaction and experience management : A measurement framework design case in wireless B2B industry. Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings. Vol. 10027 LNCS Springer, 2016. pp. 598-608 (Lecture Notes in Computer Science, Vol. 10027 LNCS).
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Kettunen, P, Ämmälä, M, Sauvola, T, Teppola, S, Partanen, J & Rontti, S 2016, Towards continuous customer satisfaction and experience management: A measurement framework design case in wireless B2B industry. in Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings. vol. 10027 LNCS, Springer, Lecture Notes in Computer Science, vol. 10027 LNCS, pp. 598-608, 17th International Conference on Product-Focused Software Process Improvement, PROFES 2016, Trondheim, Norway, 24/11/16. https://doi.org/10.1007/978-3-319-49094-6_45

Towards continuous customer satisfaction and experience management : A measurement framework design case in wireless B2B industry. / Kettunen, Petri; Ämmälä, Mikko; Sauvola, Tanja; Teppola, Susanna; Partanen, Jari; Rontti, Simo.

Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings. Vol. 10027 LNCS Springer, 2016. p. 598-608 (Lecture Notes in Computer Science, Vol. 10027 LNCS).

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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Kettunen P, Ämmälä M, Sauvola T, Teppola S, Partanen J, Rontti S. Towards continuous customer satisfaction and experience management: A measurement framework design case in wireless B2B industry. In Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings. Vol. 10027 LNCS. Springer. 2016. p. 598-608. (Lecture Notes in Computer Science, Vol. 10027 LNCS). https://doi.org/10.1007/978-3-319-49094-6_45