Customer Experience Creation: Determinants, Dynamics and Management Strategies
Peter C. Verhoef,
Katherine N. Lemon,
Michael Tsiros and
Leonard A. Schlesinger
Journal of Retailing, 2009, vol. 85, issue 1, 31-41
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.
Keywords: Self-service; Management strategies; Retail branding; Social Environment (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jouret:v:85:y:2009:i:1:p:31-41
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