Explaining Customer Experience of Digital Financial Advice

The goal of this paper is to analyze the customer experience of digital-driven financial advice systems. It is the objective of this study to develop a cross-cultural model for validating customer experiences of digital financial advice. In doing so, both objective and subjective system aspects have been considered. It is found that experiential subjective system aspects are the most important. Surveys have been conducted in The United Kingdom and The Netherlands. In exploratory factor analysis, five dominant factors were obtained in the UK and six factors in The Netherlands to explain customer experience. Based on the factor scores, multiple regression analysis has been performed to develop the digital customer experience model （DCX model）. This is the first cross-cultural model to evaluate customer experience of financial advice. In an era in which financial institutions and FinTech companies battle for the engagement of customers, the DCX model is the first to fundamentally drive value creation, differentiation, regulation, and future research.

Does Customer Experience Management Impact Customer Loyalty Shopping at Supermarket？ The Case in the Mekong Delta, Vietnam

This research analyzes and answers the question ＂Does customer experience management impact to customer loyalty shopping at supermarket, in the case of Mekong Delta, Vietnam？＂, 321 customers of supermarkets in the Mekong Delta were interviewed by questionnaire. The descriptive statistics, factor analysis, Cronbach＇s alpha, structural equation modeling, and multi-group structural analysis methods were used in this study. The results confirm that customer experience management impacts to customer loyalty shopping at supermarkets. There are six components of customer experience management including brand name, space, commodity, staff, parking lot, and the presence of other stores in supermarkets. In particular, the commodity composition has the strongest impact on customer experience management and satisfaction and directly influences on customer loyalty. In addition, elements of customer experience management affect customer loyalty indirectly through sensory experience, social experience, and satisfaction. The results of multivariate analysis show that age group, spending per shopping at supermarkets, and marital status of the client do not change the relationships in the research model. Meanwhile, the relationship of the different models of the client group income, gender, education, occupation and customers is different. This study adds value to consumer behavior and customer experience management literature.

An Optimal Resource Provision Policy in Cloud Computing Based on Customer Profiles

Conventional resource provision algorithms focus on how to maximize resource utilization and meet a fixed constraint of response time which be written in service level agreement（SLA）.Unfortunately,the expected response time is highly variable and it is usually longer than the value of SLA.So,it leads to a poor resource utilization and unnecessary servers migration.We develop a framework for customer-driven dynamic resource allocation in cloud computing.Termed CDSMS（customer-driven service manage system）,and the framework’s contributions are twofold.First,it can reduce the total migration times by adjusting the value of parameters of response time dynamically according to customers’profiles.Second,it can choose a best resource provision algorithm automatically in different scenarios to improve resource utilization.Finally,we perform a serious experiment in a real cloud computing platform.Experimental results show that CDSMS provides a satisfactory solution for the prediction of expected response time and the interval period between two tasks and reduce the total resource usage cost.