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The Internet of Things as a customer experience tool

Publication date: 12.2018

Jagiellonian Journal of Management, Volume 3, Numer 3 (2017), pp. 163 - 176

https://doi.org/10.4467/2450114XJJM.17.011.9562

Authors

,
Leszek Marek
Wroclaw University of Economics, Faculty of Economic Sciences, Department of Marketing Management
https://orcid.org/0000-0003-1448-6446 Orcid
All publications →
Jarosław Woźniczka
Wroclaw University of Economics, Faculty of Economic Sciences, Department of Marketing Management
https://orcid.org/0000-0001-9208-4544 Orcid
All publications →

Titles

The Internet of Things as a customer experience tool

Abstract

The Internet of Things (IoT) is a relatively new technological innovation, the use of which is now widely discussed in the scientific and business literature. This article undertakes the research problem of potential of the IoT as a tool supporting designing Customer Experience (CX). The development of the IoT along with its market potentialwas discussed, the definitions and terms related to customer experience were presented and the adoption of IoT in the field of CX was conceptualized. Then the significance of CX analysing and planning was underlined and the fields in which the IoT can support the customer experience management process were indicated. Finally, various empirical examples of the use of IoT serving as a tool for building positive customer experience with the brand were presented.The desk research method has been used, including literature review and the analysis of the results of empirical studies.

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Information

Information: Jagiellonian Journal of Management, Volume 3, Numer 3 (2017), pp. 163 - 176

Article type: Original article

Titles:

English:

The Internet of Things as a customer experience tool

Polish:

The Internet of Things as a customer experience tool

Authors

https://orcid.org/0000-0003-1448-6446

Leszek Marek
Wroclaw University of Economics, Faculty of Economic Sciences, Department of Marketing Management
https://orcid.org/0000-0003-1448-6446 Orcid
All publications →

Wroclaw University of Economics, Faculty of Economic Sciences, Department of Marketing Management

https://orcid.org/0000-0001-9208-4544

Jarosław Woźniczka
Wroclaw University of Economics, Faculty of Economic Sciences, Department of Marketing Management
https://orcid.org/0000-0001-9208-4544 Orcid
All publications →

Wroclaw University of Economics, Faculty of Economic Sciences, Department of Marketing Management

Published at: 12.2018

Article status: Open

Licence: CC BY-NC-ND  licence icon

Percentage share of authors:

Leszek Marek (Author) - 50%
Jarosław Woźniczka (Author) - 50%

Article corrections:

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Publication languages:

English

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