Experience Marketing : Strategies for the New Millennium

Rating:
Summary: Beyond Service Management
Review: I liked the book because it adds one extra dimension to service management: the emotional involvement of the customer and the (new) marketing consequences of it. Also, the structure of the book is good: adding new marketing P's and defining different levels of experience to different lines of business. The overwhelming wealth of practical examples and ideas is another great asset. It will be very useful for me for use in different programs at our CHN university in Leeuwarden, The Netherlands