{"id":"https://openalex.org/W124703832","doi":"https://doi.org/10.1007/978-3-8349-4001-8_15","title":"Multisensuale Gestaltungsans\u00e4tze des Customer Experience Managements im Dienstleistungsmarketing","display_name":"Multisensuale Gestaltungsans\u00e4tze des Customer Experience Managements im Dienstleistungsmarketing","publication_year":2012,"publication_date":"2012-01-01","ids":{"openalex":"https://openalex.org/W124703832","doi":"https://doi.org/10.1007/978-3-8349-4001-8_15","mag":"124703832"},"language":"de","primary_location":{"id":"doi:10.1007/978-3-8349-4001-8_15","doi":"https://doi.org/10.1007/978-3-8349-4001-8_15","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-8349-4001-8_15","pdf_url":null,"source":{"id":"https://openalex.org/S4306463308","display_name":"Gabler Verlag eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Customer Experience","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W4252482655","display_name":"Customer Experience"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5075957642","display_name":"Klaus\u2010Peter Wiedmann","orcid":"https://orcid.org/0000-0003-4889-427X","observed_orcids":["https://orcid.org/0000-0003-4889-427X"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Klaus-Peter Wiedmann","raw_affiliation_strings":["Hannover, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Hannover, Deutschland","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5012135836","display_name":"Nadine Hennigs","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Nadine Hennigs","raw_affiliation_strings":["Hannover, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Hannover, Deutschland","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5086987856","display_name":"Christiane Klarmann","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Christiane Klarmann","raw_affiliation_strings":["Hannover, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Hannover, Deutschland","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.7334,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.86018681,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"331","last_page":"346"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9678000211715698,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9678000211715698,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.013100000098347664,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.005100000184029341,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-experience-management","display_name":"customer experience management","score":0.9940000176429749},{"id":"https://openalex.org/keywords/services-marketing","display_name":"service marketing","score":0.8399999737739563},{"id":"https://openalex.org/keywords/multisensory-design","display_name":"multisensory design","score":0.8149999976158142},{"id":"https://openalex.org/keywords/experiential-marketing","display_name":"experiential marketing","score":0.753000020980835},{"id":"https://openalex.org/keywords/experience-economy","display_name":"experience economy","score":0.7289999723434448},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.7229999899864197},{"id":"https://openalex.org/keywords/brand-experience","display_name":"brand experience","score":0.5730000138282776},{"id":"https://openalex.org/keywords/consumer-attention","display_name":"consumer attention","score":0.3959999978542328},{"id":"https://openalex.org/keywords/service-process","display_name":"service process","score":0.4749999940395355}],"concepts":[{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.5876290798187256},{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.5000922679901123},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.39326396584510803},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.34551340341567993},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.13949328660964966}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-8349-4001-8_15","doi":"https://doi.org/10.1007/978-3-8349-4001-8_15","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-8349-4001-8_15","pdf_url":null,"source":{"id":"https://openalex.org/S4306463308","display_name":"Gabler Verlag eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Customer Experience","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":29,"referenced_works":["https://openalex.org/W13893869","https://openalex.org/W64472027","https://openalex.org/W392074109","https://openalex.org/W434444541","https://openalex.org/W625095727","https://openalex.org/W1526526154","https://openalex.org/W1535553363","https://openalex.org/W1546777109","https://openalex.org/W1550835845","https://openalex.org/W1577960680","https://openalex.org/W1607573915","https://openalex.org/W1980239735","https://openalex.org/W1991885326","https://openalex.org/W2005419708","https://openalex.org/W2029723879","https://openalex.org/W2056441110","https://openalex.org/W2071502945","https://openalex.org/W2074665722","https://openalex.org/W2105771114","https://openalex.org/W2144336601","https://openalex.org/W2163032607","https://openalex.org/W2165475298","https://openalex.org/W2339680942","https://openalex.org/W2489001619","https://openalex.org/W2489549130","https://openalex.org/W2498466609","https://openalex.org/W2726515280","https://openalex.org/W2797589035","https://openalex.org/W2910086590"],"related_works":["https://openalex.org/W3038880264","https://openalex.org/W4240045191","https://openalex.org/W96400478","https://openalex.org/W2743373857","https://openalex.org/W2145389706","https://openalex.org/W2810782521","https://openalex.org/W2884514925","https://openalex.org/W2168782614","https://openalex.org/W7161548047","https://openalex.org/W3138574808"],"abstract_inverted_index":{"Basierend":[0],"auf":[1,98],"einem":[2,16,53],"Wandel":[3],"hin":[4],"zu":[5],"einer":[6],"Erlebnisgesellschaft":[7],"(Schulze":[8],"2005),":[9],"verbunden":[10],"mit":[11,46],"dem":[12],"steigenden":[13],"Verlangen":[14],"nach":[15],"Mehrwert":[17],"von":[18,101,142],"Produkten":[19,48],"und":[20,28,49,58,74,95,132,140,162],"Dienstleistungen":[21,50],"(Z\u00f6ller":[22],"2006),":[23],"handeln":[24],"Kunden":[25,62,70,143],"zunehmend":[26],"erlebnisorientiert":[27],"richten":[29],"ebenso":[30],"ihren":[31,47],"Einkauf":[32],"danach":[33],"aus":[34],"(Opaschowski":[35],"1995;":[36],"Liebmann/Zentes":[37],"2001).":[38],"Diese":[39],"Entwicklung":[40],"f\u00fchrt":[41],"dazu,":[42],"dass":[43,76],"sich":[44],"Unternehmen":[45,78],"vermehrt":[51],"in":[52,105,110,115],"Wettbewerb":[54],"um":[55],"die":[56,66,77,99,134,155],"Aufmerksamkeit":[57],"emotionale":[59],"Bindung":[60],"der":[61,69,111,116,128,137],"befinden.":[63],"Zudem":[64],"erfordert":[65],"steigende":[67],"Erwartung":[68],"hinsichtlich":[71],"eines":[72,157],"Kauf-":[73],"Informationserlebnisses,":[75],"eine":[79,83],"ganzheitliche":[80],"Produktund":[81],"Markeninszenierung,":[82],"so":[84],"genannte":[85],"Erlebniswelt,":[86],"schaffen":[87],"(Mascarenhas":[88],"et":[89,121],"al.":[90,122],"2006).":[91],"Die":[92],"konsumentenseitige":[93],"Erlebnisorientierung":[94],"ihre":[96],"Einflussnahme":[97],"Ausgestaltung":[100],"Marketingma\u00dfnahmen":[102],"erfuhr":[103],"daher":[104],"den":[106],"letzten":[107],"Jahren":[108],"sowohl":[109],"Managementpraxis":[112],"als":[113],"auch":[114],"Wissenschaft":[117],"zunehmende":[118],"Beachtung":[119],"(Verhoef":[120],"2009).":[123],"Vor":[124],"diesem":[125],"Hintergrund":[126],"gewinnt":[127],"Begriff":[129],"\u201eCustomer":[130],"Experience\u201c":[131],"damit":[133],"Orientierung":[135],"an":[136,144,150],"subjektiven":[138],"Wahrnehmung":[139],"Reaktion":[141],"Relevanz.":[145],"Besondere":[146],"Betonung":[147],"erf\u00e4hrt":[148],"hierbei":[149],"allen":[151],"Kontaktpunkten":[152],"des":[153],"Dienstleistungsprozesses":[154],"Vermittlung":[156],"ganzheitlichen":[158],"Erlebnisses,":[159],"das":[160],"direkter":[161],"indirekter":[163],"Natur":[164],"sein":[165],"kann":[166],"(Meyer/Schwager":[167],"2007).":[168]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":1}],"updated_date":"2026-10-10T09:11:00.788812","created_date":"2016-06-24T00:00:00"}