La Phygitalisation de L’expérience Client : Une approche qualitative

Detalhes bibliográficos
Autor(a) principal: Samir, Meradi
Data de Publicação: 2020
Outros Autores: Soumia, Abdelhak
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/433
Resumo: Since the advent of the internet, many companies have developed sales and communication strategies that combine the digital and physical worlds of what is called phygital. Our research aims to study the phygital customer experience within the company "Temtem" which offers a private transport service in Algeria. To reach our goal a netnographic study was conducted, we proceeded to elicit 72 reviews published by the customers of the company Temtem on their Facebook page. Then a thematic analysis of the content was operated in order to reorganize the verbatim texts in different themes. The results reveal that the phygital customer experience is influenced by the ergonomics of the site, the innovation in the services offered as well as the social interaction and that their experience has a significant effect on satisfaction, loyalty and the consumer recommendation intent.
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spelling La Phygitalisation de L’expérience Client : Une approche qualitativeExperience client; Digital; Phygital; Temtem; NetnographySince the advent of the internet, many companies have developed sales and communication strategies that combine the digital and physical worlds of what is called phygital. Our research aims to study the phygital customer experience within the company "Temtem" which offers a private transport service in Algeria. To reach our goal a netnographic study was conducted, we proceeded to elicit 72 reviews published by the customers of the company Temtem on their Facebook page. Then a thematic analysis of the content was operated in order to reorganize the verbatim texts in different themes. The results reveal that the phygital customer experience is influenced by the ergonomics of the site, the innovation in the services offered as well as the social interaction and that their experience has a significant effect on satisfaction, loyalty and the consumer recommendation intent.ISVOUGA - Instituto Superior de Entre Douro e Vouga2020-04-01T00:00:00Zjournal articleinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/433oai:u3isjournal.isvouga.pt:article/433International Journal of Marketing, Communication and New Media; No 6 (2020): Special Number MEI2182-9306reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/433http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/433/227http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/downloadSuppFile/433/243Copyright (c) 2020 meradi samir, abdelhak soumiahttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessSamir, MeradiSoumia, Abdelhak2022-09-22T10:30:26Zoai:u3isjournal.isvouga.pt:article/433Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T15:58:16.587104Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv La Phygitalisation de L’expérience Client : Une approche qualitative
title La Phygitalisation de L’expérience Client : Une approche qualitative
spellingShingle La Phygitalisation de L’expérience Client : Une approche qualitative
Samir, Meradi
Experience client; Digital; Phygital; Temtem; Netnography
title_short La Phygitalisation de L’expérience Client : Une approche qualitative
title_full La Phygitalisation de L’expérience Client : Une approche qualitative
title_fullStr La Phygitalisation de L’expérience Client : Une approche qualitative
title_full_unstemmed La Phygitalisation de L’expérience Client : Une approche qualitative
title_sort La Phygitalisation de L’expérience Client : Une approche qualitative
author Samir, Meradi
author_facet Samir, Meradi
Soumia, Abdelhak
author_role author
author2 Soumia, Abdelhak
author2_role author
dc.contributor.author.fl_str_mv Samir, Meradi
Soumia, Abdelhak
dc.subject.por.fl_str_mv Experience client; Digital; Phygital; Temtem; Netnography
topic Experience client; Digital; Phygital; Temtem; Netnography
description Since the advent of the internet, many companies have developed sales and communication strategies that combine the digital and physical worlds of what is called phygital. Our research aims to study the phygital customer experience within the company "Temtem" which offers a private transport service in Algeria. To reach our goal a netnographic study was conducted, we proceeded to elicit 72 reviews published by the customers of the company Temtem on their Facebook page. Then a thematic analysis of the content was operated in order to reorganize the verbatim texts in different themes. The results reveal that the phygital customer experience is influenced by the ergonomics of the site, the innovation in the services offered as well as the social interaction and that their experience has a significant effect on satisfaction, loyalty and the consumer recommendation intent.
publishDate 2020
dc.date.none.fl_str_mv 2020-04-01T00:00:00Z
dc.type.driver.fl_str_mv journal article
info:eu-repo/semantics/article
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/433
oai:u3isjournal.isvouga.pt:article/433
url http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/433
identifier_str_mv oai:u3isjournal.isvouga.pt:article/433
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/433
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/433/227
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/downloadSuppFile/433/243
dc.rights.driver.fl_str_mv Copyright (c) 2020 meradi samir, abdelhak soumia
https://creativecommons.org/licenses/by-nc-sa/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2020 meradi samir, abdelhak soumia
https://creativecommons.org/licenses/by-nc-sa/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv ISVOUGA - Instituto Superior de Entre Douro e Vouga
publisher.none.fl_str_mv ISVOUGA - Instituto Superior de Entre Douro e Vouga
dc.source.none.fl_str_mv International Journal of Marketing, Communication and New Media; No 6 (2020): Special Number MEI
2182-9306
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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