Skip to main content

Einleitung

  • Chapter
  • First Online:
Die Treiber der Customer Experience

Zusammenfassung

In diesem einführenden Kapitel werden der Forschungsstand dargestellt, der Begriff des „Einkaufserlebnisses“ erläutert, die Rolle des Preises beschrieben und die Zielsetzung des Buches genannt.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 34.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 44.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Literatur

  • Ahlert, D., & Kenning, P. (2007). Handelsmarketing – Grundlagen der marktorientierten Führung von Handelsbetrieben. Berlin: Springer.

    Google Scholar 

  • Amann, M. (2010). Hollister – Dieser Klamottenladen ist völlig anders. https://www.faz.net/aktuell/wirtschaft/unternehmen/hollister-dieser-klamottenladen-ist-voellig-anders-1964999.html (Stand: 05.04.10; Abfrage: 16.12.18; [MEZ] 09:00 Uhr).

  • Arnold, M. J., Reynolds, K. E., Ponder, N., & Lueg, J. E. (2005). Customer delight in a retail context: Investigating delightful and terrible shopping experiences. Journal of Business Research, 58, 1132–1145.

    Article  Google Scholar 

  • Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The Influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120–141.

    Article  Google Scholar 

  • Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(May), 52–68.

    Article  Google Scholar 

  • Csikszentmihalyi, M., & Csikszentmihalyi, I. S. (1988). Optimal experience: Psychological studies of flow in consciousness. Cambridge: Cambridge University Press.

    Book  Google Scholar 

  • Grewal, D., Levy, M., & Kumar, V. (2009). Customer experience management in retailing: An organizing framework. Journal of Retailing, 85(Spring), 1–14.

    Article  Google Scholar 

  • Gröppel, A. (1990). Erlebnisbetontes Handelsmarketing. In V. Trommsdorff (Hrsg.), Handelsforschung 1990 (S. 121–137). Wiesbaden: Gabler.

    Google Scholar 

  • Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 46(Summer), 92–101.

    Article  Google Scholar 

  • Holbrook, M. B., & Hirschmann, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(September), 132–140.

    Article  Google Scholar 

  • Homburg, C., & Koschate, N. (2005a). Behavioral Pricing- Forschung im Überblick Teil 1: Grundlagen, Preisinformationsaufnahme und Preisinformationsbeurteilung. Zeitschrift für Betriebswirtschaft, 75(4), 383–423.

    Google Scholar 

  • Homburg, C., & Koschate, N. (2005b). Behavioral Pricing- Forschung im Überblick Teil 2: Preisinformationsspeicherung, weitere Themenfelder und zukünftige Forschungsrichtungen. Zeitschrift für Betriebswirtschaft, 75(5), 501–524.

    Google Scholar 

  • Johnson, R. (2011). Retail Isn’t Broken. Stores Are. Harvard Business Review, 89(December), 78–82.

    Google Scholar 

  • Juhl, H. J., Esbjerg, L., Grunert, K. G., Bech-Larsen, T., & Brunsø, K. (2006). The fight between store brands and national brands – What’s the score? Journal of Retailing and Consumer Services, 13, 331–338.

    Article  Google Scholar 

  • Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39, 846–869.

    Article  Google Scholar 

  • Liebmann, H.-P., & Gruber, E. (2007). Consumer Confusion im stationären Handel. In M. Schuckel & W. Toporowski (Hrsg.), Theoretische Fundierung und praktische Relevanz der Handelsforschung (S. 91–101). Wiesbaden: Deutscher Universitäts Verlag.

    Google Scholar 

  • Liebmann, H.-P., Zentes, J., & Swoboda, B. (2008). Handelsmanagement (2. Aufl., S. 539–573). München: Vahlen.

    Google Scholar 

  • Lybeck, A., Holmlund-Rytkönen, M., & Sääksjärvi, M. (2006). Store brands vs. manufacturer brands: Consumer perceptions and buying of chocolate bars in Finland. International Review of Retail, Distribution and Consumer Research, 16(4), 471–492.

    Google Scholar 

  • Müller-Hagedorn, L. (2007). Handelsmarketing (4. Aufl., S. 256–326). Stuttgart: Kohlhammer.

    Google Scholar 

  • Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311–336.

    Article  Google Scholar 

  • Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(July–August), 97–105.

    Google Scholar 

  • Puccinelli, N. M., Goodstein, R., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer experience management in retailing: Understanding the buying process. Journal of Retailing, 85(Spring), 15–30.

    Article  Google Scholar 

  • Schmitt, B. H. (1999). Experiential marketing. Journal of Marketing Management, 15, 53–67.

    Article  Google Scholar 

  • Schulze, G. (2005). Die Erlebnisgesellschaft: Kultursoziologie der Gegenwart (2. Aufl.). Frankfurt a. M.: Campus.

    Google Scholar 

  • Siems, F. (2009). Preismanagement – Konzepte, Strategien, Instrumente. München: Vahlen.

    Google Scholar 

  • Simon, H., & Dolan, R. J. (1997). Power pricing: How managing price transforms the bottom line. New York: The Free Press.

    Google Scholar 

  • Teller, C., & Reutterer, T. (2008). The evolving concept of retail attractiveness: What makes retail agglomerations attractive when customers shop at them? Journal of Retailing and Consumer Services, 18, 127–143.

    Article  Google Scholar 

  • Teller, C., Reutterer, T., & Schnedlitz, P. (2008). Hedonic and utilitarian shopper types in evolved and created retail agglomerations. International Review of Retail, Distribution and Consumer Research, 18(3), 283–309.

    Google Scholar 

  • Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(Spring), 31–41.

    Article  Google Scholar 

  • Weinberg, P. (1986a). Vom Preis- zum Erlebniswettbewerb. Absatzwirtschaft, 29(3), 87–91.

    Google Scholar 

  • Weinberg, P. (1986b). Erlebnisorientierte Einkaufsstättengestaltung im Einzelhandel. Marketing ZFP, 8(2), 97–102.

    Google Scholar 

  • Weitzl, W., & Zniva, R. (2010). The in-store antecedents and consequences of perceived shopping value for regularly purchased products. In D. Morschett, T. Rudolph, P. Schnedlitz, H. Schramm-Klein, & B. Swoboda (Hrsg.), European Retail Research (Bd. 24, 1. Aufl., S. 121–148). Wien: Gabler.

    Chapter  Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Andreas Toth .

Rights and permissions

Reprints and permissions

Copyright information

© 2019 Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Toth, A. (2019). Einleitung. In: Die Treiber der Customer Experience. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-23704-2_1

Download citation

  • DOI: https://doi.org/10.1007/978-3-658-23704-2_1

  • Published:

  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-23703-5

  • Online ISBN: 978-3-658-23704-2

  • eBook Packages: Business and Economics (German Language)

Publish with us

Policies and ethics