Experience as the DNA of a changed relationship between firms and institutions and individuals

Handbook on the Experience Economy

Volumn , Issue , 2013, Pages 122-145

  Snel, Anna ^a  

^a Institute for Media and Information Management   (Netherlands)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84907072080     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4337/9781781004227.00012     Document Type: Chapter

References (117)

1. Adcox, J. and M. Wittenstein. (2003), ‘Beyond personalization: experience architecture’, in N. Pal and A. Rangaswamy (eds), The Power of One: Gaining Business Value from Personalization Technologies, Victoria, Canada: Trafford Publishing, pp. 82-102.
2. Addis, M. and M.B. Holbrook. (2001), ‘On the conceptual link between mass customisation and experiential consumption: an explosion of subjectivity’, Journal of Consumer Behaviour, 1 (1), 50-66.
3. Aldrich, L. (1999), Consumer Use of Information: Implications for Food Policy, Washington, DC: Food and Rural Economics Division, Economic Research Service, US Department of Agriculture.
4. Andersen, E.S. and K. Philipsen. (1998), ‘The evolution of credence goods in customer markets: exchanging “pigs in pokes”', Paper presented at the DRUID Winter Seminar, Middelfart, 8-10 January.
5. Animesh, A., V. Ramachandran and S. Viswanathan. (2005), ‘Online advertisers’ bidding strategies for search, experience, and credence goods: an empirical investigation’, in Proceedings of the First Sponsored Search Workshop Held in Conjunction with the ACM Conference on Electronic Commerce in Vancouver, Canada.
6. Ashcroft, K. and L. Foreman-Peck. (1994), Managing Teaching and Learning in Further and Higher Education, London: Falmer Press.
7. Baudrillard, J. (1983), Simulations, New York: Semiotext(e).
8. Bengtsson, A. (2002), ‘Unnoticed relationships: do consumers experience co-branded products?', Advances in Consumer Research, 29, 521-7.
9. Bernardini, O. and R. Galli. (1993), ‘Dematerialization: long term trends in the intensity of use of materials and energy’, Futures, 25, May, 431-48.
10. Berthon, P., M.B. Holbrook and J.M. Hulbert. (2003), ‘Understanding and managing the brand space’, MIT Sloan Management Review, Winter, 49-54.
11. Boorstin, D. (1964), The Image: A Guide to Pseudo-events in America, New York: Harper and Row.
12. Carbone, L.P. (1999), ‘Leveraging customer experience in the twenty-first century’, Arthur Andersen Retailing Issues Letter, 11 (3), 1-6.
13. Carbone, L.P. (2004), Clued In: How to Keep Customers Coming Back Again and Again, Upper Saddle River, NJ: FT Prentice Hall.
14. Chartrand, H.H. (1987), ‘The arts: consumption skills in the post-modern economy’, Journal of Art and Design Education, 6 (1), 35-50.
15. Christensen, L.T. and G. Cheney. (2000), ‘Selfabsorption and selfseduction in the corporate identity game’, in M. Schultz, M.J. Hatch and M.H. Larsen (eds), The Expressive Organization-Linking Identity, Reputation and the Corporate Brand, Oxford: Oxford University Press, pp. 246-70.
16. Colombo, U. (1988), ‘The technology revolution and the restructuring of the global economy. Globalization of technology: international perspectives’, Proceedings of the Sixth Convocation of the Council of Academies of Engineering and Technological Sciences, Washington, DC: National Academy Press, pp. 23-31.
17. Cosmides, L. and J. Tooby. (2000), ‘Evolutionary psychology and the emotions’, in M. Lewis and J. Haviland-Jones (eds), Handbook of Emotions, 2nd edn, New York: The Guilford Press, pp. 91-115.
18. Csikszentmihalyi, M. and E. Rochberg-Halton. (1981), The Meaning of Things: Domestic Symbols and the Self, Cambridge, MA: Cambridge University Press.
19. Dagevos, J.C. (2001), ‘De verruimde speurtocht naar aantrekkelijke belevenissen’ (‘The extended search for appealing experiences’), Vrijetijdstudies, 19 (1), 90-94.
20. Darby, M.R. and E. Karni. (1973), ‘Free competition and the optimal amount of fraud’, Journal of Law and Economics, 16 (1), 67-88.
21. Davenport, T.H. and J.C. Beck. (2001), The Attention Economy: Understanding the New Currency of Business, Boston, MA: Harvard Business School Press.
22. De Cauter, L. (1995), Archeologie van de kick (Archaeology of the Kick), Amsterdam: De Balie.
23. Dewey, J. (1938), Experience and Education, New York: Touchstone, reprinted in 1997, New York: Collier Books.
24. Dorst, K. (2011), ‘The core of “design thinking” and its application’, Design Studies, 32, 521-31.
25. Douglas, M. and B. Isherwood. (1979), The World of Goods: Towards an Anthropology of Consumption, New York: Basic Books.
26. Duijvestein, H. (2001), Emotiemarketing: Vijf marketingstrategieën voor de eenentwintigste eeuw (Emotion-marketing: Five Marketing Strategies for the Twenty-first Century), Den Haag: Stichting Maatschappij en Onderneming.
27. Dulleck, U. and R. Kerschbamer. (2006), ‘On doctors, mechanics and computer specialists-the economics of credence goods’, Journal of Economic Literature, XLIV (1), 5-42.
28. Dumaine, B. (1991), ‘Design that sells and sells and.', Fortune, 11 March, 86-94.
29. Emons, W. (1997), ‘Credence goods and fraudulent experts’, RAND Journal of Economics, 28 (1), 107-19.
30. Falk, J.H. and L.D. Dierking. (2000), Learning from Museums: Visitor Experiences and the Making of Meaning, Walnut Creek, CA: AltaMira Press.
31. Falk, P. and C. Campbell (eds). (1997), The Shopping Experience, Part of the series Theory, Culture and Society, London: Sage.
32. Featherstone, M. (1991), Consumer Culture and Postmodernism, London: Sage.
33. Ford, G.T., D.B. Smith andJ.L. Swasy. (1988), ‘An empirical test of the search, experience and credence attributes framework’, Advances in Consumer Research, 15 (1), 239-43.
34. Ford, R.C. and C. Heaton. (2000), Managing the Guest Experience in Hospitality, Albany, NY: Delmar.
35. Fornell, C. (1976), Consumer Input for Marketing Decisions: A Study of Corporate Departments for Consumer Affairs, EFL Research Report, Lund: The Foundation for Economic Research.
36. Fournier, S. and D.G. Mick. (1999), ‘Rediscovering satisfaction’, Journal of Marketing, 63 (4), 5-23.
37. Gadamer, H.-G. (1975), Truth and Method, New York: The Seabury Press, reprinted in 2004, London: Continuum.
38. Galle, M. (2004), ‘Alle tijd’ (‘All the time’), in M. Galle, F. Van Dam, P. Peeters et al. (eds), Duizend dingen op een dag: Een tijdsbeeld uitgedrukt in ruimte (A Thousand Things in One Day: An Image of Time Expressed in Space), Rotterdam: NAi Uitgevers.
39. Georgakopoulou, A. (2004), ‘To tell or not to tell? Email stories between on-and offline interactions’, Language@Internet, 1 (1).
40. Girard, T., R. Silverblatt and P. Korgaonkar. (2002), ‘Influence of product class on preference for shopping on the internet’, Journal of Computer-Mediated Communication, 8 (1), available at http://jcmc.indiana.edu/vol8/issue1/girard.html (accessed 6 February 2011).
41. Goodman, D.J. (2003), ‘Dream kitsch and the debris of history: an interview with Martin Jay’, Journal of Consumer Culture, 3, 109-20.
42. Goossens, C. (2000), ‘Zit er business in een belevenis?’ (‘Is there business in an experience’), Vrijetijdstudies, 18 (3-4), 87-92.
43. Green, W. and P. Jordan (eds). (2002), Pleasure with Products: Beyond Usability, New York: Taylor and Francis Group.
44. Hackley, C. (2003), '“We are all customers now…": rhetorical strategy and ideological control in marketing management texts’, Journal of Management Studies, 40 (5), 1325-52.
45. Herman, R., S. Ardekani and J. Ausubel. (1989), ‘Dematerialization’, in J. Ausubel and H. Sladovich (eds), Technology and Environment, Washington, DC: National Academy Press, pp. 50-69.
46. Heskett, J.L., W.E. Sasser and L.A. Schlesinger. (1997), The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value, New York: Free Press.
47. Hill, D. (2007), Emotionomics: Winning Hearts and Minds, Edina, MN: Adams Business and Professional.
48. Hirschman, E. and M. Holbrook. (1982), ‘Hedonic consumption: emerging concepts, methods and propositions’, Journal of Marketing, 46, Summer, 92-101.
49. Holbrook, M.B. (1981), ‘Introduction: the esthetic imperative in consumer research’, in E.C. Hirschman and M.B. Holbrook (eds), SV-Symbolic Consumer Behavior, New York: Association for Consumer Research, pp. 36-7.
50. Holbrook, M.B. (1986), ‘Progress and problems in research on consumer esthetics’, Paper presented at the Fourth International Conference on Cultural Economics and Planning, Avignon, France.
51. Holbrook, M.B. and M.P. Gardner. (1998), ‘How motivation moderates the effects of emotions on the duration of consumption’, Journal of Business Research, 42, 241-52.
52. Huizing, A. (2002), On Organization: Looking Back on Reengineering and Ahead to Learning, Amsterdam: Ard Huizing.
53. Jackson, P. (1998), John Dewey and the Lessons of Art, New Haven, CT: Yale University Press.
54. James, W. (1890), ‘The principles of psychology’, available from Classics in the History of Psychology, an internet resource developed by Christopher D. Green, http://psychclassics.yorku.ca/James/Principles/index.htm (accessed 6 February 2011).
55. James, W. (1902), The Varieties of Religious Experience: A Study in Human Nature, London and Bombay: Longmans, Green and Co.
56. Jay, M. (2005), Songs of Experience: Modern American and European Variations on a Universal Theme, Berkeley, CA: University of California Press.
57. Jensen, R. (1999), The Dream Society: How the Coming Shift from Information to Imagination Will Transform Your Business, New York: McGraw-Hill.
58. Jones, M.A. (1999), ‘Entertaining shopping experiences: an exploratory investigation’, Journal of Retailing and Consumer Services, 6 (3), 129-39.
59. Knorr-Cetina, K. and U. Bruegger. (2000), ‘The market as an object of attachment: exploring postsocial relations in financial markets’, Canadian Journal of Sociology, 25 (2), 141-68.
60. Kolb, D.A. (1984), Experiential Learning: Experience as the Source of Learning and Development, Englewood Cliffs, NJ: Prentice-Hall.
61. LaSalle, D. and T. Britton. (2003), Priceless: Turning Ordinary Products into Extraordinary Experiences, Boston, MA: Harvard Business School Press.
62. Lash, S. and J. Urry. (1994), Economies of Signs and Space, London: Sage.
63. Levy, S. (1959), ‘Symbols for sale’, Harvard Business Review, 37, July-August, 117-24.
64. Levy, S. (1981), ‘Interpreting consumer mythology: a structural approach to consumer behavior’, Journal of Marketing, 45, Summer, 49-61.
65. Lewis, D. and D. Bridger. (2001), The Soul of the New Consumer: Authenticity-What We Buy and Why in the New Economy, London: Nicholas Brealey Publishing.
66. Luckner, J. and R. Nadler. (1997), Processing the Experience: Strategies to Enhance and Generalize Learning, Dubuque, IA: Kendall/Hunt Publishing.
67. MacCannell, D. (1976), The Tourist: A New Theory of the Leisure Class, London: Macmillan.
68. MacCannell, D. and J.F. MacCannell. (1982), The Time of the Sign: A Semiotic Interpretation of Modern Culture, Bloomington, IN: Indiana University Press.
69. Maes, R.E. and B. Parson (2001), ‘Pleidooi voor de emotie-economie’ (‘Plea for the emotion economy’), available at http://imwww.fee.uva.nl/%7Emaestro/PDF/Pleidooi_voor_de_emotie-economie.PDF (accessed 6 February 2011).
70. Mathwick, C., N. Malhotra and E. Rigdon. (2001), ‘Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment’, Journal of Retailing, 77 (1), 39-56.
71. McLuhan, M. (1967), The Medium is the Massage, New York: Bantam Books.
72. Millet, G.W. and B. Millet. (2002), Creating and Delivering Totally Awesome Customer Experience: The Art and Science of Customer Experience Mapping, Salt Lake City, UT: Customer Experience Inc.
73. Mitroff, I.I. and W. Bennis. (1989), The Unreality Industry: The Deliberate Manufacturing of Falsehood and What it is Doing to Our Lives, New York: Carol Publishing.
74. Mommaas, H. (2000), De vrijetijdsindustrie in stad en land: Een studie naar de markt van belevenissen (The Urban and Rural Leisure Industry: A Study of the ExperienceMarket), Den Haag: Sdu Uitgevers, Wetenschappelijke Raad voor het Regeringsbeleid.
75. Nelson, P. (1974), ‘Advertising as information’, Journal of Political Economy, 82 (4), 729-54.
76. Nussbaum, B. (2005), ‘The empathy economy’, Business Week, 7 March, available at http:// www.businessweek.com/bwdaily/dnflash/mar2005/nf2005037_4086.htm (accessed April 2013).
77. Oevermans, H. (1999), ‘De behoefte aan kicks is een maatschappelijk verschijnsel geworden: Kerk en geloof in het tijdperk van de beleving’ (‘The need for kicks has become a societal phenomenon: church and belief in the era of experience’), Wapenveld, 49 (6), 207-15.
78. Orlikowski, W.J. (2007), ‘Sociomaterial practices: exploring technology at work’, Organization Studies, 28 (9), 1435-48.
79. O’Sullivan, E.L. and K. Spangler. (1998), Experience Marketing: Strategies for the New Millennium, State College, PA: Venture Publishing.
80. Piët, S. (2003), De emotiemarkt: De toekomst van de beleveniseconomie (The Emotion Market: The Future of the Experience Economy), Amsterdam: Pearson Education Benelux.
81. Pine, B.J. and J.H. Gilmore. (1998), ‘Welcome to the experience economy’, Harvard Business Review, July-August, 97-105.
82. Pine, B.J. and J.H. Gilmore. (1999), The Experience Economy: Work is Theatre and Every Business a Stage, Boston, MA: Harvard Business School Press.
83. Porat, M.U. (1977), ‘The information economy: definition and measurement’, available at http://eric.ed.gov/PDFS/ED142205.pdf (accessed 6 February 2011).
84. Postman, N. (2005), Amusing Ourselves to Death: Public Discourse in the Age of Show Business, New York: Penguin Books.
85. Poulsson, S.H. and S.H. Kale. (2004), ‘The experience economy and commercial experiences’, Marketing Review, 4 (3), 267-77.
86. Prast, H. (2010), Alles draait om geld: Over emotie en economie (Everything Revolves Around Money: About Emotion and Economics), Amsterdam: Business Contact.
87. Ratchford, B.T. (2001), ‘The economics of consumer knowledge’, Journal of Consumer Research, 27 (4), 397-411.
88. Reed, E.S. (1996), The Necessity of Experience, New Haven, CT: Yale University Press.
89. Richards, G. (2001), ‘The experience industry and the creation of attractions’, in G. Richards (ed.), Cultural Attractions and European Tourism, Wallingford, UK: CABI Publishing, pp. 55-69.
90. Rifkin, J. (2000), The Age of Access: The New Culture of Hypercapitalism, Where All of Life is a Paid-for Experience, New York: Tarcher/Putnam.
91. Ritzer, G. (1999), Enchanting a Disenchanted World: Revolutionalizing the Means of Consumption, Thousand Oaks, CA: Pine Forge Press.
92. Scheerder, J. (2000), ‘Fysieke gezondheid, verschijning, ervaring en het hedendaagse vrijetijdslichaam’ (‘Physical health, appearance, experience and the leisure-body nowadays’), Vrijetijdstudies, 18 (3-4), 5-20.
93. Schmitt, B.H. (1999), Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands, New York: Free Press.
94. Schulze, G. (2000), Die Erlebnis-Gesellschaft: Kultursoziologie der Gegenwart (The Experience Society: Cultural Sociology of Value), New York: Campus Verlag.
95. Schumacher, E.F. (1973), Small is Beautiful: A Study of Economics as if People Mattered, London: Blond and Briggs.
96. Schumacher, E.F. (1978), A Guide for the Perplexed, London: Abacus.
97. Shaw, C. (2005), Revolutionize Your Customer Experience, Basingstoke: Palgrave Macmillan.
98. Shaw, C. and J. Ivens. (2002), Building Great Customer Experiences, Basingstoke: Palgrave Macmillan.
99. Sheth, J.N., B.I. Newman and B.L. Gross. (1991), ‘Why we buy what we buy: a theory of consumption values’, Journal of Business Research, 22, 159-70.
100. Smith, S. and J. Wheeler. (2002), Managing the Customer Experience: Turning Customers into Advocates, Edinburgh: FT Prentice Hall.
101. Snel, J.M.C. (2011), ‘For the love of experience: changing the experience economy discourse’, PhD thesis, Faculty of Economics and Business, Amsterdam: University, Amsterdam.
102. Snowden, D.J. (1999), ‘The paradox of story: simplicity and complexity in strategy’, Journal of Strategy and Scenario Planning, 1 (5), 16-20.
103. Sveiby, K. (1997), The New Organizational Wealth: Managing and Measuring Knowledge-based Assets, San Francisco, CA: Berrett-Koehler.
104. Ter Borg, M. (2003), Zineconomie: De samenleving van de overtreffende trap (The Economy of Meaning: The Society of Superlatives), Schiedam: Scriptum.
105. Thomke, S. (2003), Experimentation Matters: Unlocking the Potential of New Technologies for Innovation, Boston, MA: Harvard Business School Press.
106. Toffler, A. (1970), Future Shock, New York: Random House.
107. Tyrrell, G.N. (1947), Grades of Significance: The Dependence of Meaning on Current Thought, New York: Rider.
108. Van Loon, P.P.J. (2001), ‘Collaboration in complex building projects through open design management’, International Journal of Architectural Management Practice and Research, May, 69-82.
109. Van Saane, J. (1998), De rol van gevoelens en emoties in de religieuze ervaring: Een theoretisch-psychologische benadering (The Role of Feelings and Emotions in the Religious Experience: A Theoretical-Psychological Approach), Amsterdam: Vrije Universiteit.
110. Vavra, T. (1995), Aftermarketing: How to Keep Customers for Life through Relationship Marketing, Chicago, IL: Irwin Professional Publishing.
111. Wernick, I.K., R. Herman, S. Govind and J. Ausubel. (1996), ‘Materialization and dematerialization: measures and trends’, Daedalus, 125 (3), 171-98.
112. Wolf, M. (1999), The Entertainment Economy: How Mega-media Forces Are Transforming Our Lives, New York: Times Books.
113. Wright, A.A. and J.G. Lynch. (1995), ‘Communication effects of advertising versus direct experience when both search and experience attributes are present’, Journal of Consumer Research, 21 (4), 708-18.
114. Zaltman, G. (1997), ‘Rethinking market research: putting people back in’, Journal of Marketing Research, XXXIV, November, 424-37.
115. Zaltman, G. and R. Higie. (1993), Seeing the Voice of the Customer: The Zaltman Metaphor Elicitation Technique, Cambridge, MA: Marketing Science Institute.
116. Zeithaml, V.A., A. Parasuraman and L.L. Berry. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: Free Press.
117. Zuboff, S. and J. Maxmin. (2002), The Support Economy, New York: Penguin Group.