Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria
This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer experience, physical customer experience and social-...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2023-09-01
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| Series: | Marketing of Scientific and Research Organizations |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/minib-2023-0013 |
| _version_ | 1827762764975702016 |
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| author | Nwankwo Cosmas Anayochukwu Kanyangale MacDonald Isaac |
| author_facet | Nwankwo Cosmas Anayochukwu Kanyangale MacDonald Isaac |
| author_sort | Nwankwo Cosmas Anayochukwu |
| collection | DOAJ |
| description | This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experience on customer retention in restaurants in Anambra State, Nigeria. The study adopted a survey research method. The study found that affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experiences have a significant effect on customer retention in restaurants in Anambra State, Nigeria. Based on the foregoing, the study concluded that CEM had a significant effect on customer retention in restaurants in Anambra State, Nigeria. The study recommended, amongst others, that management of restaurants should deliberately focus on humanic clues in terms of providing a conducive environment, especially one that is always clean for its customers. |
| first_indexed | 2024-03-11T10:41:22Z |
| format | Article |
| id | doaj.art-0888ad82726e45fdbdc410ee563353c4 |
| institution | Directory Open Access Journal |
| issn | 2353-8414 |
| language | English |
| last_indexed | 2024-03-11T10:41:22Z |
| publishDate | 2023-09-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Marketing of Scientific and Research Organizations |
| spelling | doaj.art-0888ad82726e45fdbdc410ee563353c42023-11-14T08:31:32ZengSciendoMarketing of Scientific and Research Organizations2353-84142023-09-0149312610.2478/minib-2023-0013Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, NigeriaNwankwo Cosmas Anayochukwu0Kanyangale MacDonald Isaac1Kozminski University, Jagiellońska 57 Street, 03-301WarszawaKozminski University, Jagiellońska 57 Street, 03-301WarszawaThis study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experience on customer retention in restaurants in Anambra State, Nigeria. The study adopted a survey research method. The study found that affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experiences have a significant effect on customer retention in restaurants in Anambra State, Nigeria. Based on the foregoing, the study concluded that CEM had a significant effect on customer retention in restaurants in Anambra State, Nigeria. The study recommended, amongst others, that management of restaurants should deliberately focus on humanic clues in terms of providing a conducive environment, especially one that is always clean for its customers.https://doi.org/10.2478/minib-2023-0013customer experience managementcustomer retentioncognitive identityaffective identityphysical identitysocial identityzarządzanie doświadczeniami klientautrzymanie klientatożsamość poznawczatożsamość afektywnatożsamość fizycznatożsamość społecznam31 |
| spellingShingle | Nwankwo Cosmas Anayochukwu Kanyangale MacDonald Isaac Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria Marketing of Scientific and Research Organizations customer experience management customer retention cognitive identity affective identity physical identity social identity zarządzanie doświadczeniami klienta utrzymanie klienta tożsamość poznawcza tożsamość afektywna tożsamość fizyczna tożsamość społeczna m31 |
| title | Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria |
| title_full | Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria |
| title_fullStr | Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria |
| title_full_unstemmed | Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria |
| title_short | Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria |
| title_sort | customer experience management analysis of customer retention in restaurants in anambra state nigeria |
| topic | customer experience management customer retention cognitive identity affective identity physical identity social identity zarządzanie doświadczeniami klienta utrzymanie klienta tożsamość poznawcza tożsamość afektywna tożsamość fizyczna tożsamość społeczna m31 |
| url | https://doi.org/10.2478/minib-2023-0013 |
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