Build loyalty through experience management

Quality Progress

Volumn 40, Issue 9, 2007, Pages 26-32

  Berry, Leonard L ^a   Carbone, Lewis P ^b  

^a TEXAS A AND M UNIVERSITY   (United States)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 34748891717     PISSN: 0033524X     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (15)

1. Stephan H. Haeckel, Lewis P. Carbone and Leonard L. Berry, "How to Lead the Customer Experience," Marketing Management, January-February 2003, pp. 18-23.
2. Bo Burlingham, "The Coolest Small Company in America," Inc., January 2003, p. 66.
3. Ari Weinzweig, Zingerman's Guide to Giving Great Service, Dancing Sandwich Enterprises, 2003.
4. Lewis P. Carbone, Clued In: How to Keep Customers Coming Back Again and Again, FT Prentice Hall, 2004.
5. Danny Meyer, Setting the Table, HarperCollins Publishers, 2006, pp. 66-67.
6. Leonard L. Berry, Lewis P. Carbone and Stephan H. Haeckel, "Managing the Total Customer Experience," MIT Sloan Management Review, Vol. 43, No. 3, 2002, pp. 85-89.
7. Leonard L. Berry, Eileen A. Wall and Lewis P. Carbone, "Service Clues and Customer Assessment of the Service Experience: Lessons From Marketing," Academy of Management Perspectives, Vol. 20, No. 2, 2006, pp. 43-57.
8. Leonard L. Berry, "Clueing in Customers," Harvard Business Review, Vol. 81, No. 2, 2003, pp. 104-105.
9. Berry, "Service Clues and Customer Assessment of the Service Experience," see reference 7, p. 49.
10. Peter Jon Lindberg, "Behind the Scenes on Singapore Airlines," Travel+Leisure, August 2000, Vol. 30, p. 171.
11. Loizos Heracleous, Jochen Wirtz and Nitin Pangarkar, Flying High in a Competitive Industry: Cost-Effective Service Excellence at Singapore Airlines, McGraw Hill Education (Asia), 2005.
12. Haeckel, "How to Lead the Customer Experience," see reference 1, p. 20.
13. Gerald Zaltman, How Customers Think: Essential Insights into the Minds of the Market, Boston: Harvard Business School Press, 2003.
14. Gerald Zaltman, presentation to the Proctor & Gamble Future Forces Conference, Cincinnati, 1997.
15. Zaltman, How Customers Think, see reference 13.