Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Year of publication: |
2014
|
---|---|
Authors: | Bolton, Ruth N. ; Gustafsson, Anders ; McColl-Kennedy, Janet R. ; Sirianni, Nancy J. ; Tse, David K. |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 25.2014, 2, p. 253-274
|
Subject: | Service innovation | Experience | Customer behavior | Customer requirements | Service delivery system | Service encounter | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Dienstleistungssektor | Service industry |
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