Customer Experience Creation: Determinants, Dynamics and Management Strategies

@article{Verhoef2009CustomerEC,
  title={Customer Experience Creation: Determinants, Dynamics and Management Strategies},
  author={Peter C. Verhoef and Katherine N. Lemon and A. Parasuraman and Anne L. Roggeveen and Michael Tsiros and Leonard A. Schlesinger},
  journal={Journal of Retailing},
  year={2009},
  volume={85},
  pages={31-41}
}
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… Expand

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