Small details that make big differences

Bo Edvardsson and Professor Philipp, Professor; N. Bolton, Ruth; Gustafsson, Anders; McColl-Kennedy, Janet R; J. Sirianni, Nancy; K. Tse, David

doi:10.1108/JOSM-01-2014-0034

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Small details that make big differences : A radical approach to consumption experience as a firm's differentiating strategy

Author(s): Ruth N. Bolton , Anders Gustafsson , Janet McColl-Kennedy , Nancy J. Sirianni , David K. Tse

Editor(s): Professor Bo Edvardsson and Professor Philipp

Publication date Created: April 14 2014

Publication date (Print): April 14 2014

Journal: Journal of Service Management

Publisher: Emerald

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Service-dominant logic: continuing the evolution

Stephen Vargo, Robert F. Lusch (2008)

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Whence Consumer Loyalty?

Richard Oliver (1999)

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Customer Engagement: Conceptual Domain, Fundamental Propositions, and Implications for Research

R. J. Brodie, L. D. Hollebeek, Verica Jurić … (2011)

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Journal

Title: Journal of Service Management

Abbreviated Title: Journal of Service Management

Publisher: Emerald

ISSN (Print): 1757-5818

Publication date Created: April 14 2014

Publication date (Print): April 14 2014

Volume: 25

Issue: 2

Pages: 253-274

Article

DOI: 10.1108/JOSM-01-2014-0034

SO-VID: b5978ab8-372d-465a-86fe-1b5f8b295560

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http://www.emeraldinsight.com/page/tdm

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Small details that make big differences : A radical approach to consumption experience as a firm's differentiating strategy

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Most cited references 65

Service-dominant logic: continuing the evolution

Whence Consumer Loyalty?

Customer Engagement: Conceptual Domain, Fundamental Propositions, and Implications for Research

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