Development of 4Es-CEE model for the enhancement of customer experience offering | |
| Author | Ei Ei Lwin |
| Call Number | AIT Thesis no.ISE-20-02 |
| Subject(s) | Customer relations--Management Experience--Economic aspects |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering in Industrial and Manufacturing Engineering, School of Engineering and Technology |
| Publisher | Asian Institute of Technology |
| Abstract | Customer experience is an integral part of all kind of business success. The four realms of experience, entertainment, esthetic, educational and escapist (4Es), is one of the effective models to offer customer experience in the experience economy era. There has been an increasing number of various industries that provide experience offerings with the application of 4Es. However, when the companies are providing the experiences, they should not keep on providing the same experience always because the customers’ expectation and interest are dynamic. The companies need to enhance the experience offerings from time to time to increase the customers’ satisfaction rates and loyalty. Therefore, this research proposes a guideline to the company for the enhancement of customer experience based on the concept of 4Es and key factors that play vital roles to enhance experience offerings. This 4Es-based customer experience enhancement model (4Es-CEE) conducts the relationship between the attributes in participation and connection dimension and key factors to find out the attributes that are necessary to enhance. Pair-wise comparison is applied to analyze the alternatives in each attribute and to further specify the type of new experience for individual factors. The model is also validated with a case study that aims to enhance the customer experience in Dog in Town café. The café owner has been suggested new types of experience offerings to provide to the customers with the application of the 4Es-CEE model. |
| Year | 2020 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Industrial Systems Engineering (DISE) |
| Academic Program/FoS | Industrial Systems Engineering (ISE) |
| Chairperson(s) | Pisut Koomsap |
| Examination Committee(s) | Huynh Trung Luong;Badir, Yuosre |
| Scholarship Donor(s) | Asian Institute of Technology Fellowship |
| Degree | Thesis (M. Eng.) -- Asian Institute of Technology, 2020 |