Journal of System Management, دوره (8), شماره (2), سال (2022-6) , صفحات (34-44)

عنوان : ( Proposing a Customer Experience Management Model Based on the Grounded Theory Approach in Aviation Industry Case study: Taban Airline) )

نویسندگان: محمد صادقی فر , آذر کفاش پور , محمد نعامی ,

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استناددهی: BibTeX | EndNote

چکیده

The aim of present study is to achieve a comprehensive framework in the area of customer experience management in Taban Airline to improve business results. The statistical population was the managers and senior experts of Taban Airline. A sample of 16 people was selected by using a purposeful snowball sampling method and in-depth and a semi-structured interview was performed with them. Data analysis was performed using a 3-step coding method in Nvivo software. Finally, a comprehensive model of customer experience management was presented. A total number of 601 open codes were extracted. After methodological modifications, they turned to 182 open codes or concepts, and in the next step, namely ladder of abstraction, they turned to 38 sub-categories and in the final step, they turned to 14 main categories. Finally present the paradigmatic categories and components form the comprehensive Customer Experience Management (CXM) model.

کلمات کلیدی

, Customer Experience Management, Grounded Theory Approach, TABAN Airlines
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@article{paperid:1093390,
author = {محمد صادقی فر and کفاش پور, آذر and محمد نعامی},
title = {Proposing a Customer Experience Management Model Based on the Grounded Theory Approach in Aviation Industry Case study: Taban Airline)},
journal = {Journal of System Management},
year = {2022},
volume = {8},
number = {2},
month = {June},
issn = {2322-2301},
pages = {34--44},
numpages = {10},
keywords = {Customer Experience Management; Grounded Theory Approach; TABAN Airlines},
}

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%0 Journal Article
%T Proposing a Customer Experience Management Model Based on the Grounded Theory Approach in Aviation Industry Case study: Taban Airline)
%A محمد صادقی فر
%A کفاش پور, آذر
%A محمد نعامی
%J Journal of System Management
%@ 2322-2301
%D 2022

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