Purpose

This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).

Design/methodology/approach

A total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).

Findings

The results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.

Originality/value

Although previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.

中文翻译：

---

管理 B2B 快递服务中的客户体验维度以提高客户满意度：PLS-SEM 图示

目的

本文旨在打开客户体验与客户满意度之间关系的黑匣子。作者还从四个维度对客户体验概念进行细粒度分析：基本服务体验 (BSE)、关键时刻 (MT)、关注结果 (FR) 和安心 (PM)。

设计/方法/途径

从 2020 年 3 月到 2020 年 4 月，通过在线平台收集了西班牙 185 家工业客户的总样本。使用偏最小二乘结构方程模型 (PLS-SEM) 对数据进行了分析。

发现

结果表明，客户体验的四个维度是快递包裹公司在企业对企业 (B2B) 环境中取得商业成功（即客户满意度）的基础。因此，最具创新精神的快递包裹公司不仅要注重按照客户约定提供服务，更要超越；因此，这些公司必须了解客户需求才能提供独特的体验。因此，这些公司必须设计超越纯技术交付服务的体验。

原创性/价值

尽管以前的工作已将客户体验与客户满意度联系起来，但很少有工作专门在像快递包裹这样流行的行业中这样做，而在 B2B 环境中则更少。此外，这项工作从粒度的四个维度分析了细粒度的客户体验，因此，作者分析了每个维度（例如更理性或更主观的维度）如何影响客户满意度。很少有研究关注 B2B 环境中快递包裹公司的此类分析。