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The Design of Consumer Experiences: Managerial Approaches for Service Companies

  • Antonella CarùEmail author
  • Bernard Cova
Chapter

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.

Keywords

Service Experience Service Encounter Customer Experience Service Marketing Consumption Experience 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  1. 1.Università BocconiMilanItaly
  2. 2.Kedge Business SchoolMarseilleFrance

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