sexta-feira, abril 26, 2019

"There is a shift from “commoditization” to “personalization”

"Experience has emerged as the new basis for exchange. Schmitt (1999, p. 53) opined that “companies have moved away from traditional “features-and-benefits” marketing towards creating experiences for their customers”.
This approach is based on the foundation that a consumer lives by consuming experiences offered by products, services, events or a series of multisensory interactions between customers and organizations at every touchpoint in pre-purchase, purchase and post-purchase situations.
There is a shift from “commoditization” to “personalization” – personalized co-created consumption experiences. The customer value is derived during the entire consumption process as “internal and subjective responses” through co-creation experiences. The organizations act as resource integrators to facilitate experience creation by providing experience environment.
Interaction is central to experience creation. ... consumer responses (approach or avoidance) are determined by interaction between stimulus (organizational or environmental) and organism (consumers – emotional state of pleasure, arousal and dominance). Holbrook and Hirschman brought experiential perspective and described consumption experience as “a phenomenon directed towards the pursuit of fantasies, feelings, and fun”. They further commented that “the consumer behaviour is the fascinating and endlessly complex result of a multifaceted interaction between organism and environment”. Addressing the dimensions of customer value, Holbrook explained that “Value is an interactive relativistic preference experience”. ...  “All experiences are ‘consumption experiences’ and that these consumption experiences constitute most of what we do during our waking and even our non-waking lives”
“The traditional system is become obsolete [...] In the emergent economy, competition will centre on personalized co-creation experiences resulting in value that is truly unique to each individual”. They emphasized on customer value derived from purposeful and meaningful personalized interaction between customer and organization. ... “The customer is always a co-creator of value. Value creation is interactional” and “Value is always uniquely and phenomenologically determined by the beneficiary. Value is idiosyncratic, experiential, contextual and meaning laden”. ... “Commercial experiences need to be considered as a product offering to avoid commoditization and price competition”.
Trechos retirados de "Customer experience – a review and research agenda", Journal of Service Theory and Practice, Vol. 27 Issue: 3, pp.642-662, de Rajnish Jain, Jayesh Aagja, Shilpa Bagdare, (2017)

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