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An Investigation into how Brands in the Sharing Economy can deliver Exceptional Customer Experiences

Farry, Jordan (2018) An Investigation into how Brands in the Sharing Economy can deliver Exceptional Customer Experiences. Masters thesis, Dublin, National College of Ireland.

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Every day we deal with customer experience, whether it’s consciously or subconsciously, we often value our positive experiences and detest those negative experiences as a customer. The inspiration for this research stemmed from the authors own experience as a customer within the economy, but also the authors experience as a professional attempting to contribute to the experiences had by customers, prospective clients and individuals within the marketplace.

In addition, the sharing economy represents a complex marketplace, one which seeks to bring dispersed groups of customers together to create economic opportunity. The author recognises that this disruptive marketplace represents a new opportunity for the delivery of customer experience. By bringing multiple stakeholders to a single transaction, through a digital channel, the sharing economy is creating new experiences, new customers and ultimately, new opportunities to delight.

There are surely components of customer experience which can be leveraged for the greater good of every stakeholder in the sharing economy. Businesses can increase profit, providers are afforded economic opportunity on underutilised assets and last but by no means least, customers can begin to live in an experience economy where their personal experiences are the priority.

This paper examines those components of customer experience in greater detail. Through qualitative research, the author proposes a conceptual model for consideration by sharing economy businesses. Furthermore, the research finds that customer experience represents a complex array of touchpoints, and that businesses must prioritise the experience at each touchpoint to deliver exceptional experiences to their customers.

Finally, despite significant gaps in the current literature, the researcher has made several recommendations and suggestions for future research into customer experience in the sharing economy.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > Marketing > Branding
H Social Sciences > HF Commerce > Customer Service
Divisions: School of Business > Master of Business Administration
Depositing User: Caoimhe Ní Mhaicín
Date Deposited: 30 Oct 2018 10:28
Last Modified: 30 Oct 2018 10:28

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