Delivery Customer Experience Management

This researched book on delivery customer experience management in the UK and Nigeria aviation. The author refined the initial instrument of Woodcock et al(2008) in the UK public sector and used it to compare the delivery of customer experience management in the UK and Nigeria aviation sectors. The study reported in this book shows that customer experience management is performed in both aviation, but it is better performed in the UK than in Nigeria. It shows some mediating factors influencing a seemingly low performance effectiveness in delivery customer experience management in the Nigeria aviation. No doubt, this study has contributed to the growing interest in managing the customer experience as a key factor in implementing effective marketing strategy. it is recommended that the refined instrument used in this study should be replicated and applied in other sector and culture to validate the instrument.

Autorentext

N.Gladson Nwokah holds a PhD in Marketing from Rivers State University of Science and Technology; and a Post Doctoral MSc degree in Electronic Marketing from Oxford Brookes University in the UK. At present he is a lecturer in the Marketing Department, Rivers State University of Science and Technology. He has published widely in reputable Journal.