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The Importance Of Establishing Customer Experiences

Author

Listed:
  • DUMITRESCU Luigi

    (Lucian Blaga University of Sibiu, Romania)

  • STANCIU Oana

    (Lucian Blaga University of Sibiu, Romania)

  • TICHINDELEAN Mihai

    (Lucian Blaga University of Sibiu, Romania)

  • VINEREAN Simona

    (Lucian Blaga University of Sibiu, Romania)

Abstract

Recently, companies have apprehended the fact that customers want more than merely products or services and have proceeded in providing value creation through customer experiences. Experience marketing has emphasized the need to stimulate, entertain and affect consumers at an emotional level in order to create the premises for an experience in consumption. The repercussions for the experience marketing approach can range from brand advocacy, word-of-mouth, to loyalty and motivation to buy such an experience. Therefore, companies need to manage these experiences and pay attention to the moments of truth the customer has with the organization in question.

Suggested Citation

  • DUMITRESCU Luigi & STANCIU Oana & TICHINDELEAN Mihai & VINEREAN Simona, 2012. "The Importance Of Establishing Customer Experiences," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(1), pages 56-61, April.
    • Handle: RePEc:blg:journl:v:7:y:2012:i:1:p:56-61
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    File URL: http://eccsf.ulbsibiu.ro/RePEc/blg/journl/716dumitrescu&stanciu&tichindelean&vinerean.pdf
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    References listed on IDEAS

    as
    1. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    2. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
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    Cited by:

    1. Sara Amoroso, 2020. "Chronicles of Consumer-Brand Experience: A Systematic Review and Research Agenda," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(1), pages 100-100, March.

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