London Business School
Professor Chris Voss of the London Business School is leading a team of researchers to study the emergent field of the ‘Experience Economy’. The agenda includes: the nature of experienced-based services with particular focus on emerging models of destinations, measurement of experience outcomes, evaluation of experience investments and definition of experience management practices.

Key hypotheses include that building-in experiences into services will lead to competitive advantage, that experience is an emerging mechanism for communication with customers, that customer satisfaction is an inadequate measure in experiential environments. These and many other hypotheses are emergent and raise issues of definition and measurement.

Recent research developments are outlined in the report ‘Trends in the Experience and Service Economy: The Experience Profit Cycle’. The report by Chris Voss gives the results of research that set out to identify some of the key management and business trends in the realm of experience.

To obtain an electronic copy of the report, please email fhusson@london.edu.

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(via Lex Dekkers)