Analysis of customer experience in a Singapore SME : a business case of Sulpa Office Supplies Pte Ltd.

• Main Authors: Ngeng, Shu Wen., Tan, Jian Yuan., Tok, Ying Wei.
• Other Authors: Nanyang Business School
• Format: Final Year Project
• Language: English
• Published: 2011
• Subjects: DRNTU::Business::Industries and labor
• Online Access: http://hdl.handle.net/10356/44146
• Institution: Nanyang Technological University

To differentiate one supplier from another, additional dimensions are required within the proposition: some use price and contract terms - and the smart ones use customer experience (CE) (Hollyoake, 2009). This case paper demonstrates the use of CE constructs to understand, analyze and propose strat...