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The Design of Consumer Experiences: Managerial Approaches for Service Companies

In: Managing Consumer Services

Author

Listed:
  • Antonella Carù

    (Università Bocconi)

  • Bernard Cova

    (Kedge Business School)

Abstract

The notion of experience is not something new for service research and research management. Indeed, various authors have referred to the customer experience in discussing the particular nature of services compared to goods, suggesting that the absence of a physical good could leave room for processes and activities in which the role and experiences of the players involved need to be considered.

Suggested Citation

  • Antonella Carù & Bernard Cova, 2014. "The Design of Consumer Experiences: Managerial Approaches for Service Companies," Springer Books, in: Enzo Baglieri & Uday Karmarkar (ed.), Managing Consumer Services, edition 127, chapter 6, pages 91-108, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-04289-3_6
    DOI: 10.1007/978-3-319-04289-3_6
    as

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