model analysis this assignment is a detailed analysis of customer experi

This assignment is a detailed analysis of customer experience in a digital context in a real case organisation (JB HI FI )chosen by the learner in consultation with the lecturer. 5. The development and analysis of the customer experience will be guided by exploratory interviews with 3 customers. 6. Assessment will focus on the critique from a practical perspective as well as theoretical perspective. So, a good balance between theory and practice. Task 1. Pleaseensureyouhavereadthepaper: a. Davis, R., BuchananOliver, M. and Brodie R. J. (2000), a. Discuss the choice of this business with the lecturer. 3. BusinessBackground: a. Conduct a detailed analysis of the business, industry and itS markets. b. Include other relevant details; stakeholders, shareholders etc. c. Summarise your key findings. 4. Consumer Experience Map: Map out and complete a detailed analysis of the customer experience and how the service processes drive the customer experience. a. Define the promised experience of the online service brand? b. When the consumer is interacting with the service, i. What are the key stages of the customer experience? Think about antecedents (before interaction) and consequences (after interaction). Define and describe. ii. Describe and define the customers behaviour. Think about antecedents (before interaction) and consequences (after interaction). Define, and describe. c. Summarise your key findings. Page |18 UNITEC Institute of Technology | Business Practice Pathway 5. Consumer Real Virtual Experience: Conduct customer experience interviews: a. Choose 3 consumers (not students) and ask them to interact and if possible transact with your chosen eCommerce service over a period of 1 week. b. Conduct exploratory interviews with each your consumers separately to explore their experience of the service brand and processes. 6. Compare the key findings of the Consumer Experience Map and their experience of Real Virtuality. a. What are the theoretical implications? b. What are the managerial implications? 7. Reporting: a. The report should be formatted as a professional managerial report in the format provided on Moodle, including: i. Heading Page ii. Executive Summary iii. Table of Contents iv. Body of report v. References vi. Appendix. b. Use and present in your appendix a literature table in the format provided on Moodle. Marking criteria 1. Reference to the points below as well as Table.

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