Concepedia

Customer Effort Score

Customer Effort Score is a customer experience metric that quantifies the amount of effort customers perceive they must expend to resolve an issue, complete a task, or achieve a goal when interacting with a company, distinguishing itself from satisfaction or loyalty measures by focusing specifically on the ease of service or product use.

3

Publications

96

Citations

7

Authors

5

Institutions

Publications per year

2017–2026

2

Variants

Ces

Parents

Publications

3

The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction

Magnus Söderlund, Sofie Sagfossen · Journal of Retailing and Consumer Services · 2017 · 59 citations

, , +12

Predicting e-commerce CLV with neural networks: The role of NPS, ATV, and CES

Vahid Norouzi · Journal of Economy and Technology · 2024 · 23 citations · Full text

, , +17

Customer Effort in Value Cocreation Activities: Improving Quality of Life and Behavioral Intentions of Health Care Customers

UWA Profiles and Research Repository (University of Western Australia) · 2015 · 23 citations

, , +17

Customer effort in mandatory and voluntary value cocreation: a study in a health care context

Tram-Anh Ngoc Pham, Jill Sweeney, Geoffrey N. Soutar · Journal of Services Marketing · 2020 · 20 citations

, , +17

Including the effects of prior and recent contact effort in a customer scoring model for database marketing

Subom Rhee, Shelby H. McIntyre · Journal of the Academy of Marketing Science · 2008 · 17 citations

, , +8

1–5 of 3

Authors

7

  1. SH
    Shelby H. McIntyre

    Santa Clara University, United States

    1 publications · 17 citations

    1

    h-index

  2. SS
    Sofie Sagfossen

    Stockholm School of Economics, Sweden

    1 publications · 59 citations

    1

    h-index

  3. TN
    Tram-Anh Ngoc Pham

    Ho Chi Minh City University of Technology, Vietnam

    1 publications · 20 citations

    1

    h-index

  4. MS
    Magnus Söderlund

    Stockholm School of Economics, Sweden

    1 publications · 59 citations

    1

    h-index

  5. SR
    Subom Rhee

    Santa Clara University, United States

    1 publications · 17 citations

    1

    h-index

1–5 of 7

Institutions

5

  1. Santa Clara University

    Santa Clara, United States

    1 h-index

    2 publications

    34 citations

  2. Stockholm School of Economics

    Stockholm, Sweden

    1 h-index

    2 publications

    118 citations

  3. The University of Western Australia

    Perth, Australia

    1 h-index

    3 publications

    60 citations

  4. Ho Chi Minh City University of Technology

    Ho Chi Minh City, Vietnam

    1 h-index

    1 publications

    20 citations

  5. Vietnam National University Ho Chi Minh City

    Ho Chi Minh City, Vietnam

    1 h-index

    1 publications

    20 citations

  6. University of Tabriz

    Tabriz, Iran

    1 publications

    23 citations

1–6 of 5

Venues

  1. Journal of the Academy of Marketing Science

    1 publications · 17 citations

    1

    h-index

  2. Journal of Retailing and Consumer Services

    1 publications · 59 citations

    1

    h-index

  3. Journal of Services Marketing

    1 publications · 20 citations

    1

    h-index

  4. Journal of Economy and Technology

    1 publications · 23 citations

1–5