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Three perspectives of customer epxeriences
Customer experience as• Knowledge of customers• New offering• New construct for
understanding customer evaluations
Customer experienceas knowledge of customersPerspective 1
Knowledge of customers• Customers HAVE HAD
experience or not• Know how to use service or
not• Impacts expectations and
need for instructions
Customer experienceas new offeringPerspective 2
Customer experienceas new constructPerspective 3
Construct of customer evaluations
• Broader perspective• “the customer’s cognitive,
emotional and behavioral response to any direct or indirect contact with a company”(Edvardsson et al., 2005)
• Focus on interactions and active role of customers
Three perspectives of customer epxeriences
Jörg Pareigis@joergelp
This work is licensed under a Creative Commons Attribution 4.0 International License
.