>>APMG 8119: DIGITAL ENTERPRISE

REPORT PREPARED FOR:

CUSTOMER EXPERIENCE MODEL ANALYSIS

 BY VALAPHONE SISOUVONG 

POSTGRADUATE DIPLOMA IN BUSINESSAPMG 8119: DIGITAL ENTERPRISE

2014

>>APMG 8119: DIGITAL ENTERPRISE

Business background

- Operated in 6 countries

- OZSALE Pty Limited by Jamie Jack

- home wares, clothes, shoes, beauty products, etc

- Women, men, kids

- Website, , , ,

- Free membership

members

>>APMG 8119: DIGITAL ENTERPRISE

Customer experience map

>>APMG 8119: DIGITAL ENTERPRISE

Promised experience

- Convenient: “access sales all year round from the comfort of your own home”

- Exclusive: “searching the world for the best products and negotiating deals direct with suppliers to offer exclusively to our members”

- Security: “Shop with confidence, your order is safe and secure”

- Ubiquitous: Shop wherever you are

- Genuine: all products are 100% genuine

>>APMG 8119: DIGITAL ENTERPRISE

Promised experience

- Convenient: “access sales all year around from the comfort of your own home”

- Exclusive: “searching the world for the best products and negotiating deals direct with suppliers to offer exclusively to our members”

- Security: “Shop with confidence, your order is safe and secure”

- Ubiquitous: Shop wherever you are

- Genuine: all products are 100% genuine

>>APMG 8119: DIGITAL ENTERPRISE

Customer Behavior

Antecedents

• Goal-directed (Men)

• Experiential (Women)

Consequences

• Women: Experiential Goal-directed

>>APMG 8119: DIGITAL ENTERPRISE

Customer real virtual experience

Interviewee 1

• Discount price• High shipping

cost

Interviewee 2

• Brand variety & Discount price

• Late shipment

Interviewee 3

• Convenient• Discount price• Brand variety

>>APMG 8119: DIGITAL ENTERPRISE

Theoretical implications

Discountprice

BrandVariety

convenient

Customer satisfaction

>>APMG 8119: DIGITAL ENTERPRISE

Managerial implications

• New shipping company• Increase warehouseHigh shipping cost

• Increase ware houseLong delivery time

• E-mail• Gift voucher/ Discount card Late shipment

• OptionsE-mail update

• Different presentation for men• Separate product types’ categories

Website presentation

>>APMG 8119: DIGITAL ENTERPRISE

Hoffman, D. L., & Novak, T. P. (1996). Marketing in hypermedia computer-mediated environments: conceptual foundations. Journal of Marketing, 60(3).

NZSALE. (n.d.). About us. Retrieved from http://www.nzsale.co.nz/AboutUs.aspx?cid=30

Rose, S., Hair, N., & Clark, M. (2011). Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context. International Journal of Management Reviews, 13(1). doi: 10.1111/j.1468-2370.2010.00280.x

Scoop. (2010). NZsale secures funding to accelerate growth. Retrieved from http://business.scoop.co.nz/2010/08/31/nzsale-secures-funding-to-accelerate-growth/

Scoop. (2013). Nzsale clocks up its 9 millionth member. Retrieved from http://www.scoop.co.nz/stories/BU1310/S00690/nzsale-clocks-up-its-9-millionth-member.htm

ShopSavvy. (n.d.). NZsale outlet store. Retrieved from http://www.bargainshopping.co.nz/afawcs0152824/CATID=952/ID=1809/SID=1002475765/nzsale-outlet-store.html#.U-qWZPmSyCl

Wolfinbarger, M., & Gilly, M. (2000). Consumer Motivations for Online Shopping. (112). AMCIS 2000 Proceedings. Retrieved from http://aisel.aisnet.org/amcis2000/112.

References