La Phygitalisation de L’expérience Client : Une approche qualitative
Autor(a) principal: | |
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Data de Publicação: | 2020 |
Outros Autores: | |
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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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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7160 |
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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 |
repository.mail.fl_str_mv |
|
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1799130450874073088 |