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The DNA of Customer Experience: How Emotions Drive Value
Volumn , Issue , 2007, Pages 1-166
The DNA of customer experience: How emotions drive value
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EID: 85013371830     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.1057/9780230210813     Document Type: Book
Times cited : (57)
References (14)
  • 1
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    • Building Great Customer Experiences, C. Shaw and J. Ivens (2004) Basingstoke, Palgrave Macmillan
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  • 2
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    • Revolutionize Your Customer Experience
    • Basingstoke,PalgraveMacmillan.
    • Revolutionize Your Customer Experience, C. Shaw (2005) Basingstoke, Palgrave Macmillan.
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  • 3
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    • Authentic Happiness
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    • Authentic Happiness, M.E.P. Seligman (2002) Free Press, New York.
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  • 4
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    • Building Great Customer Experiences
    • Basingstoke, Palgrave Macmillan
    • Building Great Customer Experiences, C. Shaw and J. Iven (2004) Basingstoke, Palgrave Macmillan, or on our website at www.beyondphilosophy.com.
    • (2004)
    • Shaw, C.1    Iven, J.2
  • 5
    • 0003617271 scopus 로고    scopus 로고
    • Well-being: The Foundations of Hedonic Psychology
    • Russell Sage Foundation, New York.
    • Well-being: The Foundations of Hedonic Psychology, D. Kahneman, E. Diener and N. Schwarz (1999) Russell Sage Foundation, New York.
    • (1999)
    • Kahneman, D.1    Diener, E.2    Schwarz, N.3
  • 6
    • 85013366348 scopus 로고    scopus 로고
    • Unlocking Customer Advocacy in Retail Banking: the Customer-focused Enterprise
    • 14 November, An IBM research study.
    • "Unlocking Customer Advocacy in Retail Banking: the Customer-focused Enterprise", S. Lieberman and R. Heffernan (2006) Building an Edge, the financial services newsletter,14 November, 7(4). An IBM research study.
    • (2006) Building an Edge, the financial services newsletter , vol.7 , Issue.4
    • Lieberman, S.1    Heffernan, R.2
  • 7
    • 4644353025 scopus 로고    scopus 로고
    • Happiness: Lessons from a New Science
    • Penguin
    • Happiness: Lessons from a New Science, Layard, R. (2006) Harmondsworth, Penguin.
    • (2006) Harmondsworth
    • Layard, R.1
  • 8
    • 85013480347 scopus 로고    scopus 로고
    • news.bbc.co.uk/1/hi/programmes/happiness_formula/4771908.stm.
  • 9
    • 85013366340 scopus 로고    scopus 로고
    • Conducted by GfK NOP for the BBC
    • Conducted by GfK NOP for the BBC - news.bbc.co.uk/nol/shared/bsp/hi/pdfs/ 29_03_06_happiness_gfkpoll.pdf.
  • 10
    • 78650071789 scopus 로고
    • Why Satisfied Customers Defect
    • Harvard Business Review.
    • "Why Satisfied Customers Defect," T. O. Jones and W. E. Sasser (1995) Harvard Business Review.
    • (1995)
    • Jones, T.O.1    Sasser, W.E.2
  • 11
    • 1342312200 scopus 로고    scopus 로고
    • The One Number You Need to Grow
    • Harvard Business Review, December;
    • "The One Number You Need to Grow," F. Reichheld (2003) Harvard Business Review, December;
    • (2003)
    • Reichheld, F.1
  • 12
    • 33748249939 scopus 로고    scopus 로고
    • The Ultimate Question: Driving Good Profits and True Growth
    • Harvard Business School Press.
    • The Ultimate Question: Driving Good Profits and True Growth, F. Reichheld (2006) Harvard Business School Press.
    • (2006)
    • Reichheld, F.1
  • 13
    • 84866771586 scopus 로고    scopus 로고
    • Advocacy Drives Growth: Customer Advocacy Drives UK Business Growth
    • London School of Economics, September.
    • Advocacy Drives Growth: Customer Advocacy Drives UK Business Growth, P. Marsden, A. Samson and N. Upton (2005) London School of Economics, September.
    • (2005)
    • Marsden, P.1    Samson, A.2    Upton, N.3
  • 14
    • 33748249939 scopus 로고    scopus 로고
    • The Ultimate Question: Driving Good Profits and True Growth
    • Harvard Business School Press.
    • The Ultimate Question: Driving Good Profits and True Growth, F. Reichheld (2006) Harvard Business School Press.
    • (2006)
    • Reichheld, F.1

* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.