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. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 31-41 |
| Number of pages | 11 |
| Journal | Journal of Retailing |
| Volume | 85 |
| Issue number | 1 |
| DOIs | |
| State | Published - Mar 2009 |
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Keywords
- Management strategies
- Retail branding
- Self-service
- Social Environment
ASJC Scopus subject areas
- Marketing
Cite this
Customer Experience Creation : Determinants, Dynamics and Management Strategies. / Verhoef, Peter C.; Lemon, Katherine N.; Parasuraman, Ananthanarayanan; Roggeveen, Anne; Tsiros, Michael; Schlesinger, Leonard A.
In: Journal of Retailing, Vol. 85, No. 1, 03.2009, p. 31-41.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Customer Experience Creation
T2 - Determinants, Dynamics and Management Strategies
AU - Verhoef, Peter C.
AU - Lemon, Katherine N.
AU - Parasuraman, Ananthanarayanan
AU - Roggeveen, Anne
AU - Tsiros, Michael
AU - Schlesinger, Leonard A.
PY - 2009/3
Y1 - 2009/3
N2 - 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. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.
AB - 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. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.
KW - Management strategies
KW - Retail branding
KW - Self-service
KW - Social Environment
UR - http://www.scopus.com/inward/record.url?scp=61849132881&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=61849132881&partnerID=8YFLogxK
U2 - 10.1016/j.jretai.2008.11.001
DO - 10.1016/j.jretai.2008.11.001
M3 - Article
AN - SCOPUS:61849132881
VL - 85
SP - 31
EP - 41
JO - Journal of Retailing
JF - Journal of Retailing
SN - 0022-4359
IS - 1
ER -