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| Author: | Patterson, A. Hodgson, J. Shi, J. |
| Title: | Chronicles of 'customer experience': the downfall of Lewis's foretold |
| Journal: | Journal of Marketing Management
2008 : FEB, VOL. 24:1-2, p. 29-45 |
| Index terms: | service marketing customer relations consumer behaviour consumer attitudes chain stores United Kingdom |
| Language: | eng |
| Abstract: | This paper deals with chronicling the customer experience (hereafter as: cust-exp.) offering of the late Lewis's department store. It introduces subjective personal introspection into the services marketing literature. The tragicomedy of Lewis's downfall is based on the authors rigorous analysis and interpretation of multiple customer introspections detailing its truly appalling cust-exp. offering. |
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