Customer Experience An Organizations Most Valued Assets

Customer experience is the internal and subjective response customers have to any direct or indirect contact with a company (Meyer and Schwager,2007). Gentile et al. (2007) state that: â€Å"The customer experience originates from a set of interactions between a customer and a product, a company, or part of its organization, which provoke a reaction. This experience is strictly personal and implies the customer’s involvement at different levels (rational, emotional, sensorial, physical, and spiritual)†. Customer satisfaction is actually the outcome of a series of customer experiences (Meyer and Schwager, 2007). Customer satisfaction are mostly defined and studied as experiences that exceed customer expectation (Heskett, Sasser, and Schlesinger 1997),which can be regarded as excellent customer experience. Human resource management is represented as â€Å"a strategic and coherent approach to the management of an organization’s most valued assets – the people working there who individually and collectively contribute to the achievement of its objectives (Armstrong and Armstrong, 2009)†. There are studies focus on the relationship between HRM and performance, mainly includes financial outcomes, operational outcomes and HR-related outcomes (Dyer and Reeves ,1995), but there are few studies directly confirming that HRM results in superior customer experience. Paauwe and Richardson (1997) presented a literature review including studies which confirms the relationship between HRM outcomesShow MoreRelatedCustomer Relationship Management Is A Top Priority For Any Organization Essay1020 Words   |  5 Pages1. 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