Abstract:
Sri Lankan Printing and Publishing Industry fulfill an essential need of people.
Nowadays this industry faces a very serious threat from the digital media.. But unfortunately
there is a lack of attention of authorized parties to protect this particular industry..
Implementing management strategies will be able to build a strong foundation for the safe of
the industry. Therefore, this research was implemented to measure the relationship between
Customer Experience Management and Business Performance in printing and publishing
industry. Colombo region was the study area and from the population 35 companies were
selected as the sample. Both quantitative and qualitative data were collected by using
interview administrated questionnaires. The study disclosed several attractive findings.
Even though there is a relationship between Customer Experience Management and Market
Performance, there is not a relationship between Customer Experience Management and
Financial Performance. So it is somewhat difficult to interpret that there is a relationship
between Customer Experience Management and Business Performance or there is not a
relationship between Customer Experience Management and Business Performance
because. Business performance contains both Market and Financial Performances. From
the dimensions in Customer Experience Management, two dimensions (Emotional Customer
Experiences & Rational Customer Experiences) have been identified as influenced
dimensions to Market Performance. And also this research was found the reasons for not
having a relationship between Customer Experience Management and Financial
Performance. The influence of Political factors and Economical Factors are directly affected
to the Business Performances more than Customer Experience Management strategies when
consider their financial Performances.
