Managing the total customer experience Academic Article

abstract

• Offering products or services alone is no longer enough: Organizations must provide their customers with satisfactory experiences. Competing on this dimension means orchestrating all the "clues" that people detect in the buying process.

authors

• Berry, Leonard

published proceedings

• MIT SLOAN MANAGEMENT REVIEW

author list (cited authors)

• Berry, L. L., Carbone, L. P., & Haeckel, S. H.

complete list of authors

• Berry, LL||Carbone, LP||Haeckel, SH

publication date

• March 2002

published in

• MIT SLOAN MANAGEMENT REVIEW  Journal

start page

• 85

end page

• +

volume

• 43

issue

• 3