The Design of Consumer Experiences: Managerial Approaches for Service Companies

Antonella Carù () and Bernard Cova
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Antonella Carù: Università Bocconi
Bernard Cova: Kedge Business School

Chapter 6 in Managing Consumer Services, 2014, pp 91-108 from Springer

Abstract: Abstract The notion of experience is not something new for service research and research management. Indeed, various authors have referred to the customer experience in discussing the particular nature of services compared to goods, suggesting that the absence of a physical good could leave room for processes and activities in which the role and experiences of the players involved need to be considered.

Keywords: Service Experience; Service Encounter; Customer Experience; Service Marketing; Consumption Experience (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-04289-3_6

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DOI: 10.1007/978-3-319-04289-3_6

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