Managing the Total Customer Experience

By L. Berry, L. Carbone, Stephen H. Haeckel. 2002

1,178 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/da2a172fb61bf76f51f3ea5f723677b61a632810

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Citations in the corpus

Customer experience modeling: from customer experience to service design (2012, background): “Existing service design methods focus on separate elements of the customer experience but designers must embrace the holistic nature of customer experience and take any and all elements and touchpoints into account (Berry et al., 2002).”
Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting (2007, background): “Evidence on the extent to which the tangible elements of the service context contribute to perceived control is only just emerging (Berry and Bendapudi 2003; Berry et al. 2002).”
Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars (2016, background): “According to Berry et al. (2002), organizations which fail to fully understand experience dimensions will face disappointing results.”
Interactive Services: A Framework, Synthesis and Research Directions (2009, background): “For example, Solomon et al. (1985) described a service interaction as a ‘fusion’ of employees and customers, where the success of the service delivery depends on how well both parties perform their roles.”
Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors (2004, background): “Similarly, Berry, Carbone, and Haeckel (2002) discuss the importance of clues of quality in experience design.”
Development of a Scale to Measure Memorable Tourism Experiences (2010, background): “…Berry (1981), Holbrook and Hirschman (1982), and Turner and Bruner (1986), as well as the more recent contributions of Ryan (1995), Aho (2001), Berry, Carbone, and Haeckel (2002), Jennings and Nickerson (2006), and the IACVB (2005) have advanced us to the point where satisfaction and quality…”
The moderating role of context in the effects of choice attributes on hotel choice: A discrete choice experiment (2017, background): “Berry, Carbone, and Haeckel (2002) and Mascarenhas, Kesavan, and Bernacchi (2006) argue that companies compete best when they combine cognitive and affective attributes in their offerings because a customer experience consists of two categories: (1) the functioning of the good or service and (2)…”