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Customer satisfaction in the first and second moments of truth

Löfgren, Martin; Witell, Lars; Gustafsson, Anders - In: Journal of Product & Brand Management 17 (2008) 7, pp. 463-474

Purpose – Almost everything consumers buy in a store has a package. At point of purchase, the first moment of truth, the package functions as a silent salesman. Once the purchase is made, the product is consumed in the second moment of truth. The purpose of this paper is to create a better...

Persistent link: https://www.econbiz.de/10014896056

Designing satisfying service encounters : website versus store touchpoints

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of the Academy of Marketing Science 50 (2022) 1, pp. 85-107

Persistent link: https://www.econbiz.de/10012819742

How customer experience management reconciles strategy differences between East and West

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of global scholars of marketing science : … 31 (2021) 3, pp. 273-295

Persistent link: https://www.econbiz.de/10012549083

Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of retailing 98 (2022) 2, pp. 294-314

Persistent link: https://www.econbiz.de/10013364286

Consumer lying behavior in service encounters

Snyder, Hannah; Witell, Lars; Gustafsson, Anders; … - In: Journal of business research : JBR 141 (2022), pp. 755-769

Persistent link: https://www.econbiz.de/10013168018

You can't buy what you can't see : retailer practices to increase the green premium

Guyader, Hugo; Ottoson, Mikael; Witell, Lars - In: Journal of retailing and consumer services 34 (2017), pp. 319-325

Persistent link: https://www.econbiz.de/10011629371

The changing role of the health care customer : review, synthesis and research agenda

McColl-Kennedy, Janet R.; Snyder, Hannah; Elg, Mattias; … - In: Journal of service management 28 (2017) 1, pp. 2-33

Persistent link: https://www.econbiz.de/10011654983

Characterizing customer experience management in business markets

Witell, Lars; Kowalkowski, Christian; Perks, Helen; … - In: Journal of business research : JBR 116 (2020), pp. 420-430

Persistent link: https://www.econbiz.de/10012257638

Capturing the voice of the customer : focus groups versus netnography?

Kabel, Daan; Martin, Jason; Elg, Mattias; Witell, Lars - In: Total quality management & business excellence 35 (2024) 11/12, pp. 1359-1377

Persistent link: https://www.econbiz.de/10015048926

The theory of attractive quality and experience offerings

Högström, Claes - In: The TQM Journal 23 (2011) 2, pp. 111-127

Purpose – The aim of this paper is to discuss the use of the theory of attractive quality and the Kano methodology in an experience context in order to understand how different experienced attributes contribute to delight and satisfaction among customers. Design/methodology/approach – The...

Persistent link: https://www.econbiz.de/10015031934