If you are experiencing problems downloading PDF or HTML fulltext, our helpdesk recommend clearing your browser cache and trying again. If you need help in clearing your cache, please click here . Still need help? Email help@ingentaconnect.com

Chronicles of 'customer experience': the downfall of Lewis's foretold

$54.78 plus tax (Refund Policy)

Buy Article:

Abstract:

For some companies, learning to live in 'the experience economy' has been difficult. While the usual suspects of marketing excellence are held aloft as exemplars for them to emulate, many remain intimidated, alienated and disengaged by the machinations of such mega-marketers. In response to a recent call to capture the harsh reality of subjective and personal customer experience, we attempt to reengage the estranged by chronicling the customer experience offering of the late Lewis's department store. To this end, we introduce subjective personal introspection into the services marketing literature. The tragicomedy of Lewis's downfall told here, is based on our rigorous analysis and interpretation of multiple customer introspections that detail its truly appalling customer experience offering.

Keywords: CUSTOMER EXPERIENCE; EXPERIENCE ECONOMY; FAILURE; INTROSPECTION; SERVICES MARKETING

Document Type: Research Article

DOI: http://dx.doi.org/10.1362/026725708X273902

Publication date: February 1, 2008

More about this publication?
Related content

Share Content

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
X
Cookie Policy
ingentaconnect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more