Role of Human Resources in Memorable Customer Experience
The realm of customer experience in marketing is constantly evolving due in no small part to technological advancements. This article tackles the significance of human resources and how it is threatened by artificial intelligence. It presents a significant contribution by introducing a critical real...
Saved in:
Main Author: | |
---|---|
Format: | text |
Published: |
Archīum Ateneo
2024
|
Subjects: | |
Online Access: | https://archium.ateneo.edu/leadership-and-strategy-faculty-pubs/33 https://doi.org/10.1007/s43546-023-00622-1 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Institution: | Ateneo De Manila University |
id |
ph-ateneo-arc.leadership-and-strategy-faculty-pubs-1032 |
---|---|
record_format |
eprints |
spelling |
ph-ateneo-arc.leadership-and-strategy-faculty-pubs-10322024-01-03T01:12:35Z Role of Human Resources in Memorable Customer Experience Triviño, Jyro B The realm of customer experience in marketing is constantly evolving due in no small part to technological advancements. This article tackles the significance of human resources and how it is threatened by artificial intelligence. It presents a significant contribution by introducing a critical realist theory emphasizing the pivotal role of human resources in fostering customer experience. Drawing inspiration from Jaccard and Jaccoby, a positivist explanatory theory was initially formulated based on existing literature, which was then refined into a critical realist causal theory using Sayer's established principles. Transitioning to a critical realist approach leads to more robust and nuanced theoretical development. By delving into the underlying causal mechanisms and considering the influence of social structures and context, the critical realist theory in this paper provides a deeper understanding of customer experience. Future researchers are encouraged to put these theoretical frameworks to the test to advance the design of customer experience management while preserving its humanistic aspect and avoiding an undue emphasis on economic gains. 2024-01-01T08:00:00Z text https://archium.ateneo.edu/leadership-and-strategy-faculty-pubs/33 https://doi.org/10.1007/s43546-023-00622-1 Leadership and Strategy Faculty Publications Archīum Ateneo Customer experience Human resources Critical realist theory Positivist theory Business Human Resources Management |
institution |
Ateneo De Manila University |
building |
Ateneo De Manila University Library |
continent |
Asia |
country |
Philippines Philippines |
content_provider |
Ateneo De Manila University Library |
collection |
archium.Ateneo Institutional Repository |
topic |
Customer experience Human resources Critical realist theory Positivist theory Business Human Resources Management |
spellingShingle |
Customer experience Human resources Critical realist theory Positivist theory Business Human Resources Management Triviño, Jyro B Role of Human Resources in Memorable Customer Experience |
description |
The realm of customer experience in marketing is constantly evolving due in no small part to technological advancements. This article tackles the significance of human resources and how it is threatened by artificial intelligence. It presents a significant contribution by introducing a critical realist theory emphasizing the pivotal role of human resources in fostering customer experience. Drawing inspiration from Jaccard and Jaccoby, a positivist explanatory theory was initially formulated based on existing literature, which was then refined into a critical realist causal theory using Sayer's established principles. Transitioning to a critical realist approach leads to more robust and nuanced theoretical development. By delving into the underlying causal mechanisms and considering the influence of social structures and context, the critical realist theory in this paper provides a deeper understanding of customer experience. Future researchers are encouraged to put these theoretical frameworks to the test to advance the design of customer experience management while preserving its humanistic aspect and avoiding an undue emphasis on economic gains. |
format |
text |
author |
Triviño, Jyro B |
author_facet |
Triviño, Jyro B |
author_sort |
Triviño, Jyro B |
title |
Role of Human Resources in Memorable Customer Experience |
title_short |
Role of Human Resources in Memorable Customer Experience |
title_full |
Role of Human Resources in Memorable Customer Experience |
title_fullStr |
Role of Human Resources in Memorable Customer Experience |
title_full_unstemmed |
Role of Human Resources in Memorable Customer Experience |
title_sort |
role of human resources in memorable customer experience |
publisher |
Archīum Ateneo |
publishDate |
2024 |
url |
https://archium.ateneo.edu/leadership-and-strategy-faculty-pubs/33 https://doi.org/10.1007/s43546-023-00622-1 |
_version_ |
1787155634716672000 |