Defining, measuring and managing consumer experiences:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London ; New York
Routledge
2020
Torino G. Giappichelli Editore |
| Ausgabe: | 1st published |
| Schriftenreihe: | Routledge-Giappichelli studies in business and management
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis Inhaltsverzeichnis Inhaltsverzeichnis |
| Beschreibung: | Joint ed. - Bound. - Includes bibliographical references |
| Beschreibung: | XIV, 105 Seiten Illustrationen, Diagramme 24 cm |
| ISBN: | 9780367479374 9788892131972 |
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| 245 | 1 | 0 | |a Defining, measuring and managing consumer experiences |c Annarita Sorrentino |
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| 264 | 1 | |a London ; New York |b Routledge |c 2020 | |
| 264 | 1 | |a Torino |b G. Giappichelli Editore | |
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Datensatz im Suchindex
| _version_ | 1804181866616455168 |
|---|---|
| adam_text | CONTENTS
PAGE
LIST
OFFIGURES
AND
TABLES
IX
INTRODUCTION
XI
1.
FROM
BEHAVIOURS
TO
EXPERIENCES
1.1.
CONSUMER
BEHAVIOURS
1
1.1.1.
FACTORS
INFLUENCING
BEHAVIOURAL
CHOICES
2
1.1.2.
THE
POST-MODERN
CONSUMPTION
PARADIGMS
3
1.1.3.
THE
LINEAR
CONSUMER
JOURNEY
5
1.2.
SATISFACTION,
VALUE
AND
EXPERIENCE
7
1.2.1.
AN
EXPERIENTIAL
PERSPECTIVE
ON
VALUE
CREATION
10
1.3.
THE
CIRCULAR
CONSUMER
JOURNEY
13
1.3.1.
THE
ROLE
OF
EMOTIONS
17
1.3.2.
TOWARDS
MEMORABLE
EXPERIENCES
18
2.
ECCLECTIC
APPROACHES
TO
MEASURE
CONSUMER
*
RESPONSES
2.1
UNDERSTANDING
BEHAVIOURAL
BIAS
21
2.1.1.
THE
BEHAVIOURAL
LAYER
21
2.1.2.
THE
DECLARED
LAYER
23
2.1.3.
THE
PERCEIVED
LAYER
24
2.2.
USING
BIG
DATA
TO
UNDERSTAND
WHAT
PEOPLE
DO
26
2.3.
THE
SURVEY
AS
TOOL
TO
MEASURE
WHAT
PEOPLE
SAY
27
2.4.
NEUROMARKETING
TO
CAPTURE
WHAT
PEOPLE
FEEL:
SETTING
THE
SCENE
(FOR
CHAPTER
3)
28
3.
NEUROMARKETING
TO
DISCOVER
THE
SMALL
INSIGHTS
3.1.
MARKETING
AND
NEUROSCIENCE
33
3.2.
CONSUMER
NEUROSCIENCE
AND
CONSUMER
THEORY
35
3.3.
APPLICATIONS
OF
CONSUMER NEUROSCIENCE
38
3.4.
NEUROMARKETING
AND
BRANDING
41
3.5.
RESEARCH
IN
CONSUMER
NEUROSCIENCE
44
VIII
DEFINING,
MEASURING
AND
MANAGING
CONSUMER
EXPERIENCES
PAGE
3.6.
MOST
COMMON
METHODS
AND
DEVICES
USED
DURING
A
TYPICAL
NEURO
MARKETING
EXPERIMENT
46
3.6.1.
BIOMETRIC
INDICATORS
47
3.7.
HOW
NEUROSCIENCE
CAN
HELP
MARKETING
RESEARCH
47
4.
MANAGING
CONSUMER
CENTRICITY
(BY
MYRIAM
CARATU)
4.1.
FROM
CONSUMERS
TO
PEOPLE
51
4.2.
TOWARDS
AN
EXPERIENCE-ORIENTED
APPROACH
52
4.2.1.
DESIGNING
EXPERIENCES
54
4.2.2.
MANAGING
THE
CONSUMER EXPERIENCE
56
4.2.2.1.
PHYSICAL
STIMULI
58
4.2.2.2.
DIGITAL
STIMULI
59
4.2.2.3.
THE
EFFECTS
OF
ADVERTISING
61
4.3.
MEASURING
BEHAVIOURAL
RESPONSES
66
4.4.
IMPLEMENTING
CUSTOMER
EXPERIENCE
MANAGEMENT:
SETTING
THE
SCENE
(FOR
CHAPTER
5)
67
5.
CUSTOMER
EXPERIENCE
MANAGEMENT
(CEM).
STATE-OF-THE-ART
AND
BEST
PRACTICES
5.1.
INTRODUCTION
71
5.2.
AIMS
AND
METHODOLOGY
73
5.3.
MEASURING
CEM
FROM
THE
FIRM
*
S
PERSPECTIVE
74
5.3.1.
THE
FOUR
PATTERNS
MODEL
74
5.3.2.
THE
SIX
PILLARS
MODEL
76
5.4.
STATE-OF-THE-ART
OF
CEM
IMPLEMENTATION
79
5.5.
CASE
STUDIES
80
5.5.1.
THE
CASE
OF
MEDIOLANUM
BANK
80
5.5.2.
THE
CASE
OF
PAGANELLA
TOP
EXPERIENCES
(PTE)
83
5.5.2.1.
PTE
STRATEGIC
MODEL
84
5.5.3.
THE
CASE
OF
MEDITERRANEAN
SHIPPING
COMPANY
(MSC)
86
5.5.3.1.
THE
MSC
ENDLESS
CONSUMER
JOURNEY
87
5.6.
DISCUSSION
88
CONCLUSION
91
REFERENCES
95
CONTENTS page List offigures and tables IX Introduction XI 1. From behaviours to experiences 1.1. Consumer behaviours 1.1.1. Factors influencing behavioural choices 1.1.2. The post-modern consumption paradigms 1.1.3. The linear consumer journey 1.2. Satisfaction, value and experience 1.2.1. An experiential perspective on value creation 1.3. The circular consumer journey 1.3.1. The role of emotions 1.3.2. Towards memorable experiences 1 2 3 3 7 10 13 17 18 2. Ecclectic approaches to measure consumer responses 2.1 Understanding behavioural bias 2.1.1. The behavioural layer 2.1.2. The declared layer 2.1.3. The perceived layer 2.2. Using big data to understand what people do 2.3. The survey as tool to measure what people say 2.4. Neuromarketing to capture what people feel: setting the scene (for chapter 3) 21 21 23 24 26 27 28 3. Neuromarketing to discover the small insights 3.1. Marketing and neuroscience 3.2. Consumer neuroscience and consumer theory 3.3. Applications of consumer neuroscience 3.4. Neuromarketing and branding 3.5. Research in consumer neuroscience 33 35 38 4ļ 44
VIII Defining, measuring and managing consumer experiences page 3.6. Most common methods and devices used during a typical neuro marketing experiment 3.6.1. Biometric indicators 3.7. How neuroscience can help marketing research 46 47 47 4. Managing consumer centricity (By Myriam Carată) 4.1. From consumers to people 4.2. Towards an experience-oriented approach 4.2.1. Designing experiences 4.2.2. Managing the consumer experience 4.2.2.1. Physical stimuli 4.2.2.2. Digital stimuli 4.2.2.3. The effects of advertising 4.3. Measuring behavioural responses 4.4. Implementing customer experience management: setting the scene (for chapter 5) 51 52 54 56 58 59 61 66 67 5. Customer experience management (CEM). State-of-the-art and best practices 5.1. Introduction 5.2. Aims and methodology 5.3. Measuring CEM from the firm’s perspective 5.3 · 1. The four patterns model 5.3.2. The six pillars model 5.4. State-of-the-art of CEM implementation 5.5. Case studies 5.5.1. The case of Mediolanum bank 5.5.2. The case of Paganella Top Experiences (PTE) 5.5.2.1. PTE strategic model 5.5.3. The case of Mediterranean Shipping Company (MSC) 5.5.3.1. The MSC endless consumer journey 5.6. Discussion 71 73 74 74 76 79 80 80 83 84 86 87 88 Conclusion 91 References 95
CONTENTS page List offigures and tables IX Introduction XI 1. From behaviours to experiences 1.1. Consumer behaviours 1.1.1. Factors influencing behavioural choices 1.1.2. The post-modern consumption paradigms 1.1.3. The linear consumer journey 1.2. Satisfaction, value and experience 1.2.1. An experiential perspective on value creation 1.3. The circular consumer journey 1.3.1. The role of emotions 1.3.2. Towards memorable experiences 1 2 3 3 7 10 13 17 18 2. Ecclectic approaches to measure consumer responses 2.1 Understanding behavioural bias 2.1.1. The behavioural layer 2.1.2. The declared layer 2.1.3. The perceived layer 2.2. Using big data to understand what people do 2.3. The survey as tool to measure what people say 2.4. Neuromarketing to capture what people feel: setting the scene (for chapter 3) 21 21 23 24 26 27 28 3. Neuromarketing to discover the small insights 3.1. Marketing and neuroscience 3.2. Consumer neuroscience and consumer theory 3.3. Applications of consumer neuroscience 3.4. Neuromarketing and branding 3.5. Research in consumer neuroscience 33 35 38 4ļ 44
VIII Defining, measuring and managing consumer experiences page 3.6. Most common methods and devices used during a typical neuro marketing experiment 3.6.1. Biometric indicators 3.7. How neuroscience can help marketing research 46 47 47 4. Managing consumer centricity (By Myriam Carată) 4.1. From consumers to people 4.2. Towards an experience-oriented approach 4.2.1. Designing experiences 4.2.2. Managing the consumer experience 4.2.2.1. Physical stimuli 4.2.2.2. Digital stimuli 4.2.2.3. The effects of advertising 4.3. Measuring behavioural responses 4.4. Implementing customer experience management: setting the scene (for chapter 5) 51 52 54 56 58 59 61 66 67 5. Customer experience management (CEM). State-of-the-art and best practices 5.1. Introduction 5.2. Aims and methodology 5.3. Measuring CEM from the firm’s perspective 5.3 · 1. The four patterns model 5.3.2. The six pillars model 5.4. State-of-the-art of CEM implementation 5.5. Case studies 5.5.1. The case of Mediolanum bank 5.5.2. The case of Paganella Top Experiences (PTE) 5.5.2.1. PTE strategic model 5.5.3. The case of Mediterranean Shipping Company (MSC) 5.5.3.1. The MSC endless consumer journey 5.6. Discussion 71 73 74 74 76 79 80 80 83 84 86 87 88 Conclusion 91 References 95
CONTENTS page List offigures and tables IX Introduction XI 1. From behaviours to experiences 1.1. Consumer behaviours 1.1.1. Factors influencing behavioural choices 1.1.2. The post-modern consumption paradigms 1.1.3. The linear consumer journey 1.2. Satisfaction, value and experience 1.2.1. An experiential perspective on value creation 1.3. The circular consumer journey 1.3.1. The role of emotions 1.3.2. Towards memorable experiences 1 2 3 3 7 10 13 17 18 2. Ecclectic approaches to measure consumer responses 2.1 Understanding behavioural bias 2.1.1. The behavioural layer 2.1.2. The declared layer 2.1.3. The perceived layer 2.2. Using big data to understand what people do 2.3. The survey as tool to measure what people say 2.4. Neuromarketing to capture what people feel: setting the scene (for chapter 3) 21 21 23 24 26 27 28 3. Neuromarketing to discover the small insights 3.1. Marketing and neuroscience 3.2. Consumer neuroscience and consumer theory 3.3. Applications of consumer neuroscience 3.4. Neuromarketing and branding 3.5. Research in consumer neuroscience 33 35 38 4ļ 44
VIII Defining, measuring and managing consumer experiences page 3.6. Most common methods and devices used during a typical neuro marketing experiment 3.6.1. Biometric indicators 3.7. How neuroscience can help marketing research 46 47 47 4. Managing consumer centricity (By Myriam Carată) 4.1. From consumers to people 4.2. Towards an experience-oriented approach 4.2.1. Designing experiences 4.2.2. Managing the consumer experience 4.2.2.1. Physical stimuli 4.2.2.2. Digital stimuli 4.2.2.3. The effects of advertising 4.3. Measuring behavioural responses 4.4. Implementing customer experience management: setting the scene (for chapter 5) 51 52 54 56 58 59 61 66 67 5. Customer experience management (CEM). State-of-the-art and best practices 5.1. Introduction 5.2. Aims and methodology 5.3. Measuring CEM from the firm’s perspective 5.3 · 1. The four patterns model 5.3.2. The six pillars model 5.4. State-of-the-art of CEM implementation 5.5. Case studies 5.5.1. The case of Mediolanum bank 5.5.2. The case of Paganella Top Experiences (PTE) 5.5.2.1. PTE strategic model 5.5.3. The case of Mediterranean Shipping Company (MSC) 5.5.3.1. The MSC endless consumer journey 5.6. Discussion 71 73 74 74 76 79 80 80 83 84 86 87 88 Conclusion 91 References 95
|
| adam_txt |
CONTENTS
PAGE
LIST
OFFIGURES
AND
TABLES
IX
INTRODUCTION
XI
1.
FROM
BEHAVIOURS
TO
EXPERIENCES
1.1.
CONSUMER
BEHAVIOURS
1
1.1.1.
FACTORS
INFLUENCING
BEHAVIOURAL
CHOICES
2
1.1.2.
THE
POST-MODERN
CONSUMPTION
PARADIGMS
3
1.1.3.
THE
LINEAR
CONSUMER
JOURNEY
5
1.2.
SATISFACTION,
VALUE
AND
EXPERIENCE
7
1.2.1.
AN
EXPERIENTIAL
PERSPECTIVE
ON
VALUE
CREATION
10
1.3.
THE
CIRCULAR
CONSUMER
JOURNEY
13
1.3.1.
THE
ROLE
OF
EMOTIONS
17
1.3.2.
TOWARDS
MEMORABLE
EXPERIENCES
18
2.
ECCLECTIC
APPROACHES
TO
MEASURE
CONSUMER
*
RESPONSES
2.1
UNDERSTANDING
BEHAVIOURAL
BIAS
21
2.1.1.
THE
BEHAVIOURAL
LAYER
21
2.1.2.
THE
DECLARED
LAYER
23
2.1.3.
THE
PERCEIVED
LAYER
24
2.2.
USING
BIG
DATA
TO
UNDERSTAND
WHAT
PEOPLE
DO
26
2.3.
THE
SURVEY
AS
TOOL
TO
MEASURE
WHAT
PEOPLE
SAY
27
2.4.
NEUROMARKETING
TO
CAPTURE
WHAT
PEOPLE
FEEL:
SETTING
THE
SCENE
(FOR
CHAPTER
3)
28
3.
NEUROMARKETING
TO
DISCOVER
THE
SMALL
INSIGHTS
3.1.
MARKETING
AND
NEUROSCIENCE
33
3.2.
CONSUMER
NEUROSCIENCE
AND
CONSUMER
THEORY
35
3.3.
APPLICATIONS
OF
CONSUMER NEUROSCIENCE
38
3.4.
NEUROMARKETING
AND
BRANDING
41
3.5.
RESEARCH
IN
CONSUMER
NEUROSCIENCE
44
VIII
DEFINING,
MEASURING
AND
MANAGING
CONSUMER
EXPERIENCES
PAGE
3.6.
MOST
COMMON
METHODS
AND
DEVICES
USED
DURING
A
TYPICAL
NEURO
MARKETING
EXPERIMENT
46
3.6.1.
BIOMETRIC
INDICATORS
47
3.7.
HOW
NEUROSCIENCE
CAN
HELP
MARKETING
RESEARCH
47
4.
MANAGING
CONSUMER
CENTRICITY
(BY
MYRIAM
CARATU)
4.1.
FROM
CONSUMERS
TO
PEOPLE
51
4.2.
TOWARDS
AN
EXPERIENCE-ORIENTED
APPROACH
52
4.2.1.
DESIGNING
EXPERIENCES
54
4.2.2.
MANAGING
THE
CONSUMER EXPERIENCE
56
4.2.2.1.
PHYSICAL
STIMULI
58
4.2.2.2.
DIGITAL
STIMULI
59
4.2.2.3.
THE
EFFECTS
OF
ADVERTISING
61
4.3.
MEASURING
BEHAVIOURAL
RESPONSES
66
4.4.
IMPLEMENTING
CUSTOMER
EXPERIENCE
MANAGEMENT:
SETTING
THE
SCENE
(FOR
CHAPTER
5)
67
5.
CUSTOMER
EXPERIENCE
MANAGEMENT
(CEM).
STATE-OF-THE-ART
AND
BEST
PRACTICES
5.1.
INTRODUCTION
71
5.2.
AIMS
AND
METHODOLOGY
73
5.3.
MEASURING
CEM
FROM
THE
FIRM
*
S
PERSPECTIVE
74
5.3.1.
THE
FOUR
PATTERNS
MODEL
74
5.3.2.
THE
SIX
PILLARS
MODEL
76
5.4.
STATE-OF-THE-ART
OF
CEM
IMPLEMENTATION
79
5.5.
CASE
STUDIES
80
5.5.1.
THE
CASE
OF
MEDIOLANUM
BANK
80
5.5.2.
THE
CASE
OF
PAGANELLA
TOP
EXPERIENCES
(PTE)
83
5.5.2.1.
PTE
STRATEGIC
MODEL
84
5.5.3.
THE
CASE
OF
MEDITERRANEAN
SHIPPING
COMPANY
(MSC)
86
5.5.3.1.
THE
MSC
ENDLESS
CONSUMER
JOURNEY
87
5.6.
DISCUSSION
88
CONCLUSION
91
REFERENCES
95
CONTENTS page List offigures and tables IX Introduction XI 1. From behaviours to experiences 1.1. Consumer behaviours 1.1.1. Factors influencing behavioural choices 1.1.2. The post-modern consumption paradigms 1.1.3. The linear consumer journey 1.2. Satisfaction, value and experience 1.2.1. An experiential perspective on value creation 1.3. The circular consumer journey 1.3.1. The role of emotions 1.3.2. Towards memorable experiences 1 2 3 3 7 10 13 17 18 2. Ecclectic approaches to measure consumer responses 2.1 Understanding behavioural bias 2.1.1. The behavioural layer 2.1.2. The declared layer 2.1.3. The perceived layer 2.2. Using big data to understand what people do 2.3. The survey as tool to measure what people say 2.4. Neuromarketing to capture what people feel: setting the scene (for chapter 3) 21 21 23 24 26 27 28 3. Neuromarketing to discover the small insights 3.1. Marketing and neuroscience 3.2. Consumer neuroscience and consumer theory 3.3. Applications of consumer neuroscience 3.4. Neuromarketing and branding 3.5. Research in consumer neuroscience 33 35 38 4ļ 44
VIII Defining, measuring and managing consumer experiences page 3.6. Most common methods and devices used during a typical neuro marketing experiment 3.6.1. Biometric indicators 3.7. How neuroscience can help marketing research 46 47 47 4. Managing consumer centricity (By Myriam Carată) 4.1. From consumers to people 4.2. Towards an experience-oriented approach 4.2.1. Designing experiences 4.2.2. Managing the consumer experience 4.2.2.1. Physical stimuli 4.2.2.2. Digital stimuli 4.2.2.3. The effects of advertising 4.3. Measuring behavioural responses 4.4. Implementing customer experience management: setting the scene (for chapter 5) 51 52 54 56 58 59 61 66 67 5. Customer experience management (CEM). State-of-the-art and best practices 5.1. Introduction 5.2. Aims and methodology 5.3. Measuring CEM from the firm’s perspective 5.3 · 1. The four patterns model 5.3.2. The six pillars model 5.4. State-of-the-art of CEM implementation 5.5. Case studies 5.5.1. The case of Mediolanum bank 5.5.2. The case of Paganella Top Experiences (PTE) 5.5.2.1. PTE strategic model 5.5.3. The case of Mediterranean Shipping Company (MSC) 5.5.3.1. The MSC endless consumer journey 5.6. Discussion 71 73 74 74 76 79 80 80 83 84 86 87 88 Conclusion 91 References 95
CONTENTS page List offigures and tables IX Introduction XI 1. From behaviours to experiences 1.1. Consumer behaviours 1.1.1. Factors influencing behavioural choices 1.1.2. The post-modern consumption paradigms 1.1.3. The linear consumer journey 1.2. Satisfaction, value and experience 1.2.1. An experiential perspective on value creation 1.3. The circular consumer journey 1.3.1. The role of emotions 1.3.2. Towards memorable experiences 1 2 3 3 7 10 13 17 18 2. Ecclectic approaches to measure consumer responses 2.1 Understanding behavioural bias 2.1.1. The behavioural layer 2.1.2. The declared layer 2.1.3. The perceived layer 2.2. Using big data to understand what people do 2.3. The survey as tool to measure what people say 2.4. Neuromarketing to capture what people feel: setting the scene (for chapter 3) 21 21 23 24 26 27 28 3. Neuromarketing to discover the small insights 3.1. Marketing and neuroscience 3.2. Consumer neuroscience and consumer theory 3.3. Applications of consumer neuroscience 3.4. Neuromarketing and branding 3.5. Research in consumer neuroscience 33 35 38 4ļ 44
VIII Defining, measuring and managing consumer experiences page 3.6. Most common methods and devices used during a typical neuro marketing experiment 3.6.1. Biometric indicators 3.7. How neuroscience can help marketing research 46 47 47 4. Managing consumer centricity (By Myriam Carată) 4.1. From consumers to people 4.2. Towards an experience-oriented approach 4.2.1. Designing experiences 4.2.2. Managing the consumer experience 4.2.2.1. Physical stimuli 4.2.2.2. Digital stimuli 4.2.2.3. The effects of advertising 4.3. Measuring behavioural responses 4.4. Implementing customer experience management: setting the scene (for chapter 5) 51 52 54 56 58 59 61 66 67 5. Customer experience management (CEM). State-of-the-art and best practices 5.1. Introduction 5.2. Aims and methodology 5.3. Measuring CEM from the firm’s perspective 5.3 · 1. The four patterns model 5.3.2. The six pillars model 5.4. State-of-the-art of CEM implementation 5.5. Case studies 5.5.1. The case of Mediolanum bank 5.5.2. The case of Paganella Top Experiences (PTE) 5.5.2.1. PTE strategic model 5.5.3. The case of Mediterranean Shipping Company (MSC) 5.5.3.1. The MSC endless consumer journey 5.6. Discussion 71 73 74 74 76 79 80 80 83 84 86 87 88 Conclusion 91 References 95
CONTENTS page List offigures and tables IX Introduction XI 1. From behaviours to experiences 1.1. Consumer behaviours 1.1.1. Factors influencing behavioural choices 1.1.2. The post-modern consumption paradigms 1.1.3. The linear consumer journey 1.2. Satisfaction, value and experience 1.2.1. An experiential perspective on value creation 1.3. The circular consumer journey 1.3.1. The role of emotions 1.3.2. Towards memorable experiences 1 2 3 3 7 10 13 17 18 2. Ecclectic approaches to measure consumer responses 2.1 Understanding behavioural bias 2.1.1. The behavioural layer 2.1.2. The declared layer 2.1.3. The perceived layer 2.2. Using big data to understand what people do 2.3. The survey as tool to measure what people say 2.4. Neuromarketing to capture what people feel: setting the scene (for chapter 3) 21 21 23 24 26 27 28 3. Neuromarketing to discover the small insights 3.1. Marketing and neuroscience 3.2. Consumer neuroscience and consumer theory 3.3. Applications of consumer neuroscience 3.4. Neuromarketing and branding 3.5. Research in consumer neuroscience 33 35 38 4ļ 44
VIII Defining, measuring and managing consumer experiences page 3.6. Most common methods and devices used during a typical neuro marketing experiment 3.6.1. Biometric indicators 3.7. How neuroscience can help marketing research 46 47 47 4. Managing consumer centricity (By Myriam Carată) 4.1. From consumers to people 4.2. Towards an experience-oriented approach 4.2.1. Designing experiences 4.2.2. Managing the consumer experience 4.2.2.1. Physical stimuli 4.2.2.2. Digital stimuli 4.2.2.3. The effects of advertising 4.3. Measuring behavioural responses 4.4. Implementing customer experience management: setting the scene (for chapter 5) 51 52 54 56 58 59 61 66 67 5. Customer experience management (CEM). State-of-the-art and best practices 5.1. Introduction 5.2. Aims and methodology 5.3. Measuring CEM from the firm’s perspective 5.3 · 1. The four patterns model 5.3.2. The six pillars model 5.4. State-of-the-art of CEM implementation 5.5. Case studies 5.5.1. The case of Mediolanum bank 5.5.2. The case of Paganella Top Experiences (PTE) 5.5.2.1. PTE strategic model 5.5.3. The case of Mediterranean Shipping Company (MSC) 5.5.3.1. The MSC endless consumer journey 5.6. Discussion 71 73 74 74 76 79 80 80 83 84 86 87 88 Conclusion 91 References 95 |
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| edition | 1st published |
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| index_date | 2024-07-03T15:41:51Z |
| indexdate | 2024-07-10T08:58:28Z |
| institution | BVB |
| isbn | 9780367479374 9788892131972 |
| language | English |
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| spelling | Sorrentino, Annarita Verfasser aut Defining, measuring and managing consumer experiences Annarita Sorrentino 1st published London ; New York Routledge 2020 Torino G. Giappichelli Editore XIV, 105 Seiten Illustrationen, Diagramme 24 cm txt rdacontent n rdamedia nc rdacarrier Routledge-Giappichelli studies in business and management Joint ed. - Bound. - Includes bibliographical references Verbraucherverhalten (DE-588)4062644-1 gnd rswk-swf Neuromarketing (DE-588)7601901-9 gnd rswk-swf Verbraucherverhalten (DE-588)4062644-1 s Neuromarketing (DE-588)7601901-9 s b DE-604 Erscheint auch als Online-Ausgabe 978-1-003-03734-7 Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032361656&sequence=000003&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032361656&sequence=000005&line_number=0003&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032361656&sequence=000007&line_number=0004&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Sorrentino, Annarita Defining, measuring and managing consumer experiences Verbraucherverhalten (DE-588)4062644-1 gnd Neuromarketing (DE-588)7601901-9 gnd |
| subject_GND | (DE-588)4062644-1 (DE-588)7601901-9 |
| title | Defining, measuring and managing consumer experiences |
| title_auth | Defining, measuring and managing consumer experiences |
| title_exact_search | Defining, measuring and managing consumer experiences |
| title_exact_search_txtP | Defining, measuring and managing consumer experiences |
| title_full | Defining, measuring and managing consumer experiences Annarita Sorrentino |
| title_fullStr | Defining, measuring and managing consumer experiences Annarita Sorrentino |
| title_full_unstemmed | Defining, measuring and managing consumer experiences Annarita Sorrentino |
| title_short | Defining, measuring and managing consumer experiences |
| title_sort | defining measuring and managing consumer experiences |
| topic | Verbraucherverhalten (DE-588)4062644-1 gnd Neuromarketing (DE-588)7601901-9 gnd |
| topic_facet | Verbraucherverhalten Neuromarketing |
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