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The Design of Consumer Experiences: Managerial Approaches for Service Companies

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Abstract

The notion of experience is not something new for service research and research management. Indeed, various authors have referred to the customer experience in discussing the particular nature of services compared to goods, suggesting that the absence of a physical good could leave room for processes and activities in which the role and experiences of the players involved need to be considered.

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Author information

Authors and Affiliations

  1. Università Bocconi, Milan, Italy

    Antonella Carù

  2. Kedge Business School, 13288, Marseille, France

    Bernard Cova

Authors
  1. Antonella Carù
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  2. Bernard Cova
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Correspondence to Antonella Carù .

Editor information

Editors and Affiliations

  1. SDA Bocconi School of Management, Milan, Milano, Italy

    Enzo Baglieri

  2. UCLA Anderson School of Management, Los Angeles, California, USA

    Uday Karmarkar

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Carù, A., Cova, B. (2014). The Design of Consumer Experiences: Managerial Approaches for Service Companies. In: Baglieri, E., Karmarkar, U. (eds) Managing Consumer Services. Springer, Cham. https://doi.org/10.1007/978-3-319-04289-3_6

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