Service Fascination

Name: Service Fascination
Brand: Springer Nature
SKU: 9783658116729
Availability: InStock

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Product Details

Brand

Springer Nature

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Part Number

GTIN

9783658116729

Condition

New

Product Description

Christian Zagel presents a new way of innovating, measuring, and improving self-service systems for retail environments in the context of Customer Experience Management. He shows that technology is used to evoke positive emotions during the shopping experience to not only satisfy the consumer, but also to stimulate fascination for brands and their products. The authors findings illustrate that a customers experience with a brand is not only determined by the products themselves, but rather by a combination of multiple experiences. Whilst there has been a notable rise in the number of sales channels, the ability to differentiate from competitors is still strongest where the brands have most influence: The physical point of sale.

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