Design and Application of Experience Management Tools from the Perspective of Customer Perceived Value: A Study on the Electric Vehicle Market

Abstract

The electric vehicle (EV) market is expanding rapidly, highlighting the need for enhanced customer perceived value to foster loyalty and competitive differentiation. This study investigates how experience management tools can improve customer experience management in the EV sector with an emphasis on sustainable business practices and environmental sustainability. The research explores existing customer experience management methods, the necessary functions of these tools, and their effectiveness in enhancing management capabilities from the perspective of customer perceived value. A thorough literature review and empirical analysis were conducted to design and evaluate tailored experience management tools. The findings suggest that these tools can enhance customer satisfaction and loyalty by addressing key elements of perceived value, such as price perception, quality perception, and brand image. Additionally, improved customer experience management may encourage sustainable consumer behaviors by making eco-friendly EVs more appealing, supporting environmental sustainability. This research aims to bridge the gap between customer perceived value theory and its practical application in the EV industry. It offers insights for manufacturers and marketers seeking to create more engaging and sustainable customer experiences. The implications extend beyond the EV market, providing a potential framework for various industries to enhance customer perceived value through effective and sustainable experience management.

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Identifiers

DOI

10.3390/wevj15080378

Journal

World Electric Vehicle Journal

Year

2024