Customer Experience Creation: Determinants, Dynamics and Management Strategies

Verhoef, Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, and Leonard A. Schlesinger (2009), “Customer Experience Creation: Determinants, Dynamics and Management Strategies” Journal of Retailing, 85 (1), 31-41.

Posted: 13 Apr 2016

See all articles by Peter C. Verhoef

Peter C. Verhoef

University of Groningen - Department of Marketing & Marketing Research

Katherine N. Lemon

Boston College - Department of Marketing

A. Parasuraman

University of Miami - School of Business Administration

Anne L. Roggeveen

Babson College - Marketing Division

Michael Tsiros

University of Miami - Department of Marketing

Leonard Schlesinger

Babson College

Date Written: April 11, 2016

Abstract

Retailers, such as Starbucks and Victoria’s Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective. We propose a conceptual model, in which we discuss the determinants of customer experience. We explicitly take a dynamic view, in which we argue that prior customer experiences will influence future customer experiences. We discuss the importance of the social environment, self-service technologies and the store brand. Customer experience management is also approached from a strategic perspective by focusing on issues such as how and to what extent an experience-based business can create growth. In each of these areas, we identify and discuss important issues worthy of further research.

Suggested Citation

Verhoef, Peter C. and Lemon, Katherine N. and Parasuraman, A. and Roggeveen, Anne L. and Tsiros, Michael and Schlesinger, Leonard, Customer Experience Creation: Determinants, Dynamics and Management Strategies (April 11, 2016). Verhoef, Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, and Leonard A. Schlesinger (2009), “Customer Experience Creation: Determinants, Dynamics and Management Strategies” Journal of Retailing, 85 (1), 31-41.. Available at SSRN: https://ssrn.com/abstract=2763075

Peter C. Verhoef

University of Groningen - Department of Marketing & Marketing Research ( email )

Netherlands

Katherine N. Lemon

Boston College - Department of Marketing ( email )

Fulton Hall 450D
140 Commonwealth Ave
Chestnut Hill, MA 02467
United States
617-552-1647 (Phone)
781-862-9704 (Fax)

A. Parasuraman

University of Miami - School of Business Administration ( email )

P.O. Box 248126
Florida
Coral Gables, FL 33124
United States

Anne L. Roggeveen

Babson College - Marketing Division ( email )

Babson Park, MA 02157
United States

Michael Tsiros (Contact Author)

University of Miami - Department of Marketing ( email )

United States

Leonard Schlesinger

Babson College ( email )

231 Forest St.
Babson Park, MA 02457-0310
United States

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