More details
Hide details
Military University of Technology Faculty of Security, Logistics and Management
National University of Political Studies and Public Administration, Bucharest, Romania Faculty of Management
Online publication date: 2020-09-28
Publication date: 2020-09-28
NSZ 2020;15(3):63-74
The article presents the aspect of netgeneration client experience during a pandemic in terms of research by research companies. The aim of this article is to define the concept of netgeneration and the customer's experience during a pandemic. In today's marketplace, customers around the world have the belief that they will live differently in the near future as a pandemic has turned their buying experience. It should be noted that the significant determinants of the new reality seem to be greater uncertainty, less sense of security during shopping and a limited range of face to face sales opportunities. Consumers, therefore, can expect brands that I interact with - digitally or as restrictions are relaxed physically - to provide them with better, safer and more free interaction at a lower cost. In the modern world, there is a strong digital activism / socialism (so-called cyberactivism), i.e. a social movement in which citizens want to influence social, economic and political reality using ICT tools. In connection with this movement, one can define the development of netgeneration, which highly values the rights of the individual, independence and freedom of action, opposing institutions, including business ones, which try to limit them, and has a strong sense of common good and socio-civic responsibility, and therefore its customer experiences mainly are related to electronic purchases.
BERNHARDT K.L., DONTHU N., KENNETT P.A., 2000, A Longitudinal Analysis of Satisfaction and Profitability, “Journal of Business Research”, No. 2963/98.
BEYERS R.N., 2009, A five dimensional model for educating the Net Generation, “Educational Technology & Society”, No. 12(4).
BOMBAZI TSHAZI Z., CIVILCHARRAN S., 2020, Predicting Multi-Generational Technology Adoption Practices in a South African Context: Millennials vs. Generation X, (in:) P. Ndayizigamiye, G. Barlow-Jones, R. Brink, S. Bvuma, R. Minty, S. Mhlongo, Perspectives on ICT4D and Socio-Economic Growth Opportunities in Developing Countries, IGI Global, Harshey, USA.
BRINTHAUPT T.M., CLAYTON M.A., DRAUDE B.J., 2009, Barriers to and Strategies for Faculty Integration of IT, (in:) P. Rogers, G. Berg, J. Boettcher, C. Howard, L. Justice, K. Schenk, Encyclopedia of Distance Learning, Second Edition, IGI Global, Harshey, USA.
Consumers of Tomorrow. Insights and Observations About Generation Z, 2011, Grail Research, November, www2.slideshare.net (10.11.2020).
DAFFRON S.R., BARSE A.J., WEBSTER E., 2009, Key Aspects of Teaching and Learning in the Online Environment, (in:) W.X. Wang, Handbook of Research on E-Learning Applications for Career and Technical Education: Technologies for Vocational Training, IGI Global, Harshey, USA.
FORRESTER REASEARCH, The Business Impact of Customer Experience, Customer Experience Consulting, www.forrester.com (10.12.2016).
GARLAND V.E., 2009, Wireless Technologies and Multimedia Literacies, (in:) L.T. Wee Hin, R. Subramaniam, Handbook of Research on New Media Literacy at the K-12 Level: Issues and Challenges, IGI Global, Harshey, USA.
HRICKO M., 2008, Net Generation, (in:) L.A. Tomei, Encyclopedia of Information Technology Curriculum Integration, IGI Global, Harshey, USA.
JACKSON L.A., FITZGERALD H.A., EYE A., ZHAO Y., WITT E.A., 2010, The Digital Divides in the U.S.: Access, Broadband, and Nature of Internet Use, (in:) E. Ferro, Y.K. Dwivedi, J.R. Gil-Garcia, M.D. Williams, Handbook of Research on Overcoming Digital Divides: Constructing an Equitable and Competitive Information Society, IGI Global, Harshey, USA.
KELLY K., 1995, Out of control., The New Biology of Machines, Social Systems& the Economic World, Basic Books, New York.
KIM K., BAEK Y., 2010, Exploring Ideas and Possibilities of Second Life as an Advanced E-Learning Environment, (in:) H. Yang, S. Chi-Yin Yuen, Handbook of Research on Practices and Outcomes in E-Learning: Issues and Trends, IGI Global, Harshey, USA.
LEVEL A.V., HOSETH A.E., 2008, Learning and Teaching with CMC in the U.S. Higher Education Arena, (in:) S. Kelsey, K. St. Amant, Handbook of Research on Computer Mediated Communication (2 Volumes), IGI Global, Harshey, USA.
MAŁYSA-KALETA A., 2016, Misja konsumenta we współczesnym świecie, „Handel Wewnętrzny”, nr 4.
MIKULECKÝ P., OLŠEVICOVÁ K., BUREŠ V., MLS K., 2011, Possibilities of Ambient Intelligence and Smart Environments in Educational Institutions, (in:) N. Chong, F. Mastrogiovanni, Handbook of Research on Ambient Intelligence and Smart Environments: Trends and Perspectives, IGI Global, Harshey, USA.
NICOLAS P., 2015, Conceptual Foundations for Interactive Programming Activities with the Conjunction of Scratch4OS and Open Sim, (in:) M. Khosrow-Pour, Encyclopedia of Information Science and Technology, Third Edition, IGI Global, Harshey, USA.
ORACLE CORPORATION, 2012, Customer Experience (CX) Metrics and Key Performance Indicators’, on-line leaflet, www.oracle.com (10.12.2016).
PADRÓN MOCTEZUMA M.S., VASQUEZ OCHOA M.A., MONTOYA RAMÍREZ M.S., 2016, Net Generation Features that Enhance Mobile Learning, (in:) L. Briz-Ponce, J.A. Juanes-Méndez, F.J. García-Peñalvo, Handbook of Research on Mobile Devices and Applications in Higher Education Settings, IGI Global, Harshey, USA.
PALFREY J., GASSER U., 2008, Born Digital: Understanding the First Generation of Digital Natives, Basic Books, New York.
PŁOSZAJSKI P., 2012, Ruchomy cel: o konieczności redefinicji teorii i praktyki społecznej odpowiedzialności przedsiębiorstw w warunkach nowej gospodarki, (in:) P. Płoszajski (ed.) Społeczna odpowiedzialność biznesu w nowej gospodarce, Wydawnictwa OpenLinks, Warszawa.
RAGAN L.C., 2009, Operational Performance Guidelines for Online Instructors, (in:) P. Rogers, G. Berg, J. Boettcher, C. Howard, L. Justice, K. Schenk, Encyclopedia of Distance Learning, Second Edition, IGI Global, Harshey, USA.
RAPORT KPMG, 2020, Doświadczenia klientów w nowej rzeczywistości, www.kpmg.pl (12.12.2020).
RONCHI A. M., 2019, e-Citizens: Toward a New Model of (Inter)active Citizenry, Springer Nature, Switzerland.
ROSZKOWSKA-MENKES M., 2015, Otwarte innowacje: w poszukiwaniu równowagi, SGH, Warszawa.
SAS INSTITUTE INC., 2016, Customer Experience Management. What It Is and Why It Matters, www.sas.com (10.12.2016).
SHIRKY C., 2010, Cognitive surplus: Creativity and Generosity in A Connected Age, The Pengium Press, New York.
TAPSCOTT D., 1999, Growing Up Digital: The Rise of Net Generation, McGraw Hill (Kindle Edition).
TAPSCOTT, D., TICOLL, D., 2003, The Naked Corporation: How the Age of Transparency Will Revolutionize Business, Free Press.
URSU A.S., PANISOARA I.O., CHIRCA R.C., 2020, The Changes Brought by Digital Technology to Cognitive Learning, (in:) J.E. Pelet, Handbook of Research on User Experience in Web 2.0 Technologies and Its Impact on Universities and Businesses, IGI Global, Harshey, USA.
WALLIS C., 2006, genM: The Multitasking Generation, “Time Magazine”, March 27 (10.11.2020).
WEREDA, W., WOŹNIAK J., 2019, Building Relationships with Customer 4.0 in the Era of Marketing 4.0: The Case Study of Innovative Enterprises in Poland, “Social Sciences”, No. 8(6).
Journals System - logo
Scroll to top