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Publications
  • March 2009
  • Article
  • Journal of Retailing

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
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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.

Keywords

Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry

Citation

Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
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About The Author

Leonard A. Schlesinger

General Management
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  • Doing Business in Kigali, Rwanda By: Andy Zelleke, A. Zelleke, Leonard A. Schlesinger, Leonard A. Schlesinger, Pippa Tubman Armerding and Wale Lawal
  • Doing Business in Buenos Aires, Argentina By: Nori Gerardo Lietz, Leonard A. Schlesinger and Zeke Gillman
  • Doing Business in Boston, Massachusetts By: Laura Alfaro, Leonard A. Schlesinger and Zeke Gillman
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