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Browsing by Author Anne Roggeveend

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  • Customer Experience Creation: Determinants, Dynamics and Management Strategies

    • Authors: Peter C. Verhoefa; Katherine N. Lemonb; A. Parasuramanc; Anne Roggeveend; Michael Tsirosc; Leonard A. Schlesinger (2009)

  • 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...