Item Infomation
| Title: | Customer Experience Creation: Determinants, Dynamics and Management Strategies |
| Authors: | Peter C. Verhoefa Katherine N. Lemonb A. Parasuramanc Anne Roggeveend Michael Tsirosc Leonard A. Schlesinger |
| Issue Date: | 2009 |
| Publisher: | Elsevier Inc |
| Citation: | Journal of Retailing. - 2009. - No.85(1). - pp. 31–41 |
| Abstract: | 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... |
| URI: | http://elib.hcmussh.edu.vn/handle/HCMUSSH/136090 |
| Appears in Collections | Bài trích |
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