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Handbook on the experience economy

Sundbo, Jon (ed.); Sørensen, Flemming (contributor) - 2013

This Handbook presents the state of the art in the scientific field of experience economy studies. It offers a rich and varied collection of contributions that discuss different issues of crucial importance for our understanding of the experience economy. Each chapter reflects diverse scientific...

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Model-supported business-to-business prospect prediction based on an iterative customer acquisition framework

D'Haen, Jeroen; Van den Poel, Dirk - In: Industrial marketing management : the international … 42 (2013) 4, pp. 544-551

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Kundenwertbezogenes Neukundenmanagement

Kirchner, Jens - In: Marketing in Forschung und Praxis : [Jubiläumsausgabe …, (pp. 665-679). 2013

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When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation

Joireman, Jeff; Grégoire, Yany; Devezer, Berna; Tripp, … - In: Journal of retailing 89 (2013) 3, pp. 315-337

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Customer acquisition and value management

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Analyzing existing customers’ websites to improve the customer acquisition process as well as the profitability prediction in B-to-B marketing

Thorleuchter, Dirk; Van den Poel, Dirk; Prinzie, Anita - 2011

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The effects of customer acquisition and retention orientations on a firm's radical and incremental innovation performance

Arnold, Todd J.; Fang, Eric; Palmatier, Robert W. - In: Journal of the Academy of Marketing Science 39 (2011) 2, pp. 234-251

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New or repeat customers : how does physical environment influence their restaurant experience?

Ryu, Kisang; Han, Heesup - In: International journal of hospitality management 30 (2011) 3, pp. 599-611

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The Reign of the Customer : Customer-Centric Approaches to Improving Satisfaction

Fornell, Claes; Morgeson III, Forrest V.; Hult, G. Tomas M. - 2020 - 1st ed. 2020.

1. Defining Customer Satisfaction: A Strategic Company Asset? -- 2. Customer Expectations: What Do Your Customers Demand? -- 3. Perceived Quality: Does Performance Matter? -- 4. Perceived Value: Is It Really All About Price? -- 5. ACSI: Is Satisfaction Guaranteed? -- 6. Customer Complaints:...

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