Document Type : Original Article
Authors
1
Department of Business Management, Kish International Branch, Islamic Azad University, Kish Island, Iran
2
Department of Management, Faculty of Economics and Administrative Sciences, Ferdowsi University of Mashhad, Mashhad, Iran
3
Department of Business Management, South Tehran Branch, Islamic Azad University, Tehran, Iran
10.22034/tri.2022.298837.2935
Abstract
The present study examines customer experience management at Taban Airlines in order to provide a comprehensive model based on the grounded theory approach. To achieve this goal, the grounded theory method was used. After reviewing the theoretical literature and research background, interviews were conducted with company managers. These interviews were examined in depth using three-stage open, axial and selective coding analysis, and finally a comprehensive model of customer experience management was presented. The process of emergence of these categories was reciprocal (back and forth between data, basic concepts and emerging primary categories), which eventually emerged 14 main categories that were rich in both dimensions and characteristics. These 14 main categories are: quality of customer orientation, economic-political position, macro-policy, organizational facilities and resources, meta-institutional support, macroeconomic interactions, management system, human resource capability, customer capability, decision-making system transformation, system transformation Finance, the evolution of the communication system, organizational-oriented consequences and customer-oriented consequences.
Keywords
Main Subjects
)