Cudtomer Flashcards
1
Q
Customer experience
A
Demanding the attention as both a key business driver and key strategic business objective for a company.
Johnson and Clark, 2008
2
Q
Verhoef, 2009
A
Involves customers cognitive, affective, emotional and physical response to a retailer.
3
Q
Goldstein et al 2002
A
Customer perception of ce relates to how experience was delivered and not what was delivered.
4
Q
Payne 2008
A
Experience is created after the sales process
