Small details that make big differences: A radical approach to consumption experience as a firm's differentiating strategy

Journal of Service Management

Volumn 25, Issue 2, 2014, Pages 253-274

  Bolton, Ruth N ^a   Gustafsson, Anders ^b,c   McColl Kennedy, Janet ^d   Sirianni, Nancy J ^e   Tse, David K ^f  

^a ARIZONA STATE UNIVERSITY   (United States)

^b KARLSTAD UNIVERSITY   (Sweden)

^c BI NORWEGIAN BUSINESS SCHOOL   (Norway)

^d UNIVERSITY OF QUEENSLAND   (Australia)

^e NORTHEASTERN UNIVERSITY   (United States)

^f UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

Customer behavior; Customer requirements; Experience; Service delivery system; Service encounter; Service innovation

Indexed keywords

EID: 84897050939     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/JOSM-01-2014-0034     Document Type: Article

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