The presented study analyzes the effects of experience marketing on the attractiveness of German factory-outlet-centers (FOC). Due to a changing competitive landscape and societal value changes, the retail sector has to find new ways to remain attractive for consumers, one of this is the use of...

Confronted with digitization, many companies establish customer experience management (CEM) as a measure to become a customer-centric organization. Based on a pre-study of 25 qualitative interviews with executives from different industries, this paper derives a conceptual approach that helps...