Key hypotheses include that building-in experiences into services will lead to competitive advantage, that experience is an emerging mechanism for communication with customers, that customer satisfaction is an inadequate measure in experiential environments. These and many other hypotheses are emergent and raise issues of definition and measurement.
Recent research developments are outlined in the report ‘Trends in the Experience and Service Economy: The Experience Profit Cycle’. The report by Chris Voss gives the results of research that set out to identify some of the key management and business trends in the realm of experience.
To obtain an electronic copy of the report, please email [email protected].
(via Lex Dekkers)