Mitarbeiter als Erlebnisprovider: Theoretische Fundierung und empirische Untersuchung an einem Fallbeispiel

Research output: Journal contributionsJournal articlesResearchpeer-review

Authors

In view of an increasingly experience-driven society and the homogeneity of products and services, it is now necessary for companies to generate customer experiences. Research, so far, has mainly studied the consequences of the customer experience. However, the role of the customer's perception of the experience has not been well investigated. This especially applies to the influence of employees as experience providers. The objective of this article is to identify the influence of employees on the customer experience. The empirical study shows that it is the attractiveness of employees that mainly influences the customer experience. However, employee behavior also determines the customer's perception of experience. The study's results offer implications for experience management.
Original languageGerman
JournalMarketing ZFP - Journal of Research and Management
Volume33
Issue number3
Pages (from-to)208-220
Number of pages13
ISSN0344-1369
DOIs
Publication statusPublished - 2011
Externally publishedYes

Links

DOI

Recently viewed

Researchers

  1. Tabea Eißing

Publications

  1. Planting futures
  2. Decoding the Landscape of Smart City Platforms
  3. Design, construction, and operation of tailored permeable reactive barriers
  4. Constructing Identities and Narrating the Self: Sherman Alexie’s Flight as a Fictional Memoir
  5. Recent developments in microalgal conversion of organic-enriched waste streams
  6. "We're not like that!"
  7. Flat-of-the-curve medicine
  8. Ecosystem services values in Spain
  9. Radio
  10. Towards measuring user engagement in internet interventions for common mental disorders
  11. Business model patterns of sustainability pioneers - Analyzing cases across the smartphone life cycle
  12. Intrinsic, instrumental and relational values behind nature’s contributions to people preferences of nature visitors in Germany
  13. Monitoring gentechnisch veränderter Organismen
  14. Determinants of farm size and stocking rate in Namibian commercial cattle farming
  15. Customer Value und Public Value
  16. What Is the Impact of Financial Penalties on the Performance and Stock Returns of Banks?
  17. Correlation of trends in cashmere production and declines of large wild mammals
  18. Heterotrophic growth of Galdieria sulphuraria on residues from aquaculture and fish processing industries
  19. Shareholder Value und Value-based Management (VBM)
  20. Foundation of digital badges and micro-credentials
  21. Pragmatics as Social Inference About Intentional Action
  22. Ora et labora (et lege)
  23. A klímavédelem alapvető feladatai
  24. Exports and profitability
  25. Why You Should Read My Book
  26. The display makes a difference
  27. Coricelli, Fabrizio, Massimo di Matteo and Frank Hahn (eds.) (1998). New Theories in Growth and Development. Houndmills/Basingstoke/Hampshire/ London: Macmillan Press Ltd. 304 pp. £ 50.00. ISBN 0-333-68229-7.
  28. Prepare to Compare
  29. Cognitive aspects of noise sensitivity
  30. Wenn Eichhörnchen schreiben…
  31. The contribution of fisheries access agreements to flag State responsibility
  32. Feasibility and efficacy of a digital resilience training
  33. Imagining is Not Observing
  34. Evolution, Empowerment and Emancipation