Abstract

Se presenta una novedosa aplicación móvil llamada RE2, diseñada para ayudar a los profesionales del sector servicios en la gestión de la información de clientes y servicios. Esta basada en uno de los desarrollos más recientes en el área de la gestión de clientes: el compromiso del cliente. En particular, RE2 digitaliza la tarjeta de fidelización de clientes para grabar sus datos personales y sus patrones de consumo. Utilizando esta información, RE2 pretende conseguir una mejora en la calidad del servicio, la estrategia de comunicación y la reputación corporativa, organizando el sistema de recompensas de forma automática y sugiriendo una conexión al cliente con sus redes sociales, donde pueden diseminar sus experiencias con el negocio. Este trabajo presenta las bases teóricas utilizadas para desarrollar RE2, describe sus principales funciones y contribuciones al negocio, aplicado al caso particular de la hostelería (aunque la aplicación puede ser aplicada en otros sectores). AbstractIn this paper it is presented a new mobile application called RE2, that was designed to help service sector professionals with managing information related to customers and services. It is based on one of the most interesting recent developments within the framework of customer management: customer engagement. In particular, RE2 digitizes customers’ loyalty cards, recording the personal data and consumption patterns of customers. Using this information, RE2 aims to achieve an improvement in service quality, communication strategy, and social reputation by organizing the reward program automatically and suggesting connections for customers to their social networking sites, where customers can then disseminate their experiences with the business. This paper presents the theoretical bases used to develop RE2, describes its main functions, and explains its main contributions to the special case of the hospitality industry (although the application can be applied to other industries).

Abstract

major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs) by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT) features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV) automation and connectivity on customer experience, and ultimately, customer engagement. Document type: Article