Building Great Customer Experiences

Colin N. Shaw · John Ivens

568 citations0/0 files storedPalgrave Macmillan UK eBooks

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Service and Product Innovation

Abstract

This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ul

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2007A Marketing Approach to the Tourist Experience 2010An epistemological view of consumer experiences 2008Value in use through service experience 2006Lasting customer loyalty: a total customer experience approach 2006Service Quality in Multichannel Services Employing Virtual Channels 2008Knowledge transfer and management in tourism organisations: An emerging research agenda 2011Understanding the Consumer Experience: An Exploratory Study of Luxury Hotels 2007Towards the ‘perfect’ customer experience

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