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Customers today, are active participants in service experiences. They are more informed about product choices, their preferences and tend to actively influence customer and firm related outcomes. However, differences across

Customers today, are active participants in service experiences. They are more informed about product choices, their preferences and tend to actively influence customer and firm related outcomes. However, differences across customers become a significant challenge for firms trying to ensure that all customers have a `delightful' consumption experience.

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    Date Created
    • 2010
    Resource Type
  • Text
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    Note
    • Partial requirement for: Ph. D., Arizona State University, 2010
      Note type
      thesis
    • Includes bibliographical references (p. 135-144)
      Note type
      bibliography
    • Field of study: Business administration

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    Statement of Responsibility

    by Shruti Saxena

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