Understanding the Consumer Experience: It's 'Good To Talk'

Strangers in the night: speeddating, CCI and service businesses

“…The third places are locations where people can meet and talk (cafes, coffee shops, bookstores, bars, hair salons), and are distinct from the home (first place) and work (second place). Third places are often physical environments owned by service providers, and it has been argued that managers of servicescapes should accept some degree of social responsibility to supply safe environments for CCI (Harris et al 2000). Rosenbaum's (2006) account of CCI in a diner frequented by mainly older people provides an excellent example of the social importance of service environments, and the creation and management of a 'great good' place.…”

Factors that influence the indication of a public federal education institution by its students through buzz marketing

“…Essa, inclusive, é uma das distinções entre o consumer to consumer e o boca a boca. Enquanto os pesquisadores que estudam a interação consumer to consumer estão focados na interação que acontece no local, o boca a boca foca as interações que acontecem fora do local propriamente dito e que podem influenciar a percepção da qualidade da IE (Harris, Baron & Parker, 2000).…”

How customers ‘learn’ to work for retailers

“…For service providers it is becoming increasingly important to be able to identify, and ultimately evaluate, these social and 'experiential' outcomes. Not only can they provide a major source of differential advantage (Grove & Fisk 1992, Pine & Gilmore 1998Schmitt 2003;Voss & Zomerdijk, 2007; , but they also help to ensure that the customer's service experience is a safe and enjoyable social event (Holbrook & Hirschman 1982;Adelman & Ahuvia 1995;Price & Arnould 1999;Harris, Baron & Parker, 2000;Caru & Cova, 2007).…”