Customer Experience: The Origins and Importance for Your Business

Philipp Klaus

Chapter Chapter 1 in Measuring Customer Experience, 2015, pp 1-21 from Palgrave Macmillan

Abstract: Abstract Today’s organizations have a new, overarching, and often overwhelming challenge to successfully manage the customer experience. This challenge ranges from seeking how to create compelling customer experiences through all stages of the customer’s engagement, to managing the customer’s expectations and assessing it, before, during, and after the buying process (Berry et al. 2002). There is widespread agreement that customer experience is different from, and more complex than, service quality (e.g., Schembri 2006) and customer satisfaction (e.g., Verhoef et al. 2009), and that it is context specific (Lemke et al. 2011). This makes it difficult for scholars, researchers, and consultants both to assist managers in understanding customer experience and suggest generic “best practice” to them. It is therefore up to managers to interpret this emerging concept and make sense of its implementation (Maklan & Klaus 2011).

Keywords: Service Quality; Customer Satisfaction; Service Encounter; Peak Experience; Customer Experience (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-37546-9_1

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DOI: 10.1057/9781137375469_1

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