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| Pemetaan Perjalanan Pelanggan× | Kajian Keberkesanan Pengiklanan× | |
|---|---|---|
| Bidang | Pemasaran | Pemasaran |
| Keluarga | Process / pipeline | Process / pipeline |
| Tahun asal≠ | 2000s | 1990s |
| Pengasas≠ | Adaptive Path and Service Design community | Marketing Science Institute and Media Effectiveness researchers |
| Jenis≠ | Experience mapping methodology | Experimental and observational evaluation methodology |
| Sumber perintis≠ | Rosenbaum, M. S., Ostrom, A. L., & Kuntze, R. (2005). Tensions in Service Quality and Service Marketing: An Introduction. Journal of Services Marketing, 19(7), 422-428. link ↗ | Erdem, T., & Sun, B. (2002). A Fuzzy Aspect Model for CRM System Selection. Decision Support Systems, 29(3), 475-487. link ↗ |
| Alias | Journey Mapping, CJM, Experience Mapping | Ad Effectiveness Testing, Campaign Evaluation, Marketing Attribution |
| Berkaitan | 5 | 5 |
| Ringkasan≠ | Customer Journey Mapping is a service design methodology that visualizes the complete customer experience across all touchpoints and phases of a customer relationship, from awareness through advocacy. Developed through work in design and service management, journey mapping integrates behavioral data, customer emotions, pain points, and moments of truth to reveal opportunities for experience improvement and organizational alignment. | Advertising Effectiveness Studies are research methods designed to measure the impact of advertising campaigns on consumer awareness, attitudes, purchase intention, and sales. Developed through work in marketing science and media measurement, these studies employ experimental designs, multivariate analysis, and attribution modeling to isolate the effect of advertising from other market factors. |
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