{"id":"https://openalex.org/W52690339","doi":"https://doi.org/10.1007/978-3-540-24783-8_5","title":"Customer Experience \u2014 Holistic Brand Management","display_name":"Customer Experience \u2014 Holistic Brand Management","publication_year":2003,"publication_date":"2003-01-01","ids":{"openalex":"https://openalex.org/W52690339","doi":"https://doi.org/10.1007/978-3-540-24783-8_5","mag":"52690339"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-540-24783-8_5","doi":"https://doi.org/10.1007/978-3-540-24783-8_5","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-540-24783-8_5","pdf_url":null,"source":{"id":"https://openalex.org/S4306463937","display_name":"Springer eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Marketing 2.0","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W4241726823","display_name":"Marketing 2.0"},"type":"book-chapter","is_traditional":true,"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/A5058546349","display_name":"Gerald Corbae","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Gerald Corbae","raw_affiliation_strings":["Roland Berger Strategy Consultants Ltd., Lansdowne House, Berkeley Square, W1J 6HQ, London, UK","Roland Berger Strategy Consultants Ltd., London, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Roland Berger Strategy Consultants Ltd., Lansdowne House, Berkeley Square, W1J 6HQ, London, UK","institution_ids":[]},{"raw_affiliation_string":"Roland Berger Strategy Consultants Ltd., London, UK","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5036165231","display_name":"Jakob B. Jensen","orcid":"https://orcid.org/0009-0000-3460-1275","observed_orcids":["https://orcid.org/0009-0000-3460-1275"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jakob B. Jensen","raw_affiliation_strings":["International Management Consultants, Roland Berger & Partner, LLC, 350, Park Avenue, 30th Floor, 10022, New York, N.Y., USA","International Management Consultants, Roland Berger & Partner, LLC, New York, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"International Management Consultants, Roland Berger & Partner, LLC, 350, Park Avenue, 30th Floor, 10022, New York, N.Y., USA","institution_ids":[]},{"raw_affiliation_string":"International Management Consultants, Roland Berger & Partner, LLC, New York, USA","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5076870528","display_name":"Dirk Schneider","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Dirk Schneider","raw_affiliation_strings":["Am Pastorenw\u00e4ldchen 2 c, 44229, Dortmund, Germany","Dortmund, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Am Pastorenw\u00e4ldchen 2 c, 44229, Dortmund, Germany","institution_ids":[]},{"raw_affiliation_string":"Dortmund, Germany","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"59","last_page":"76"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5648999810218811,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5648999810218811,"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/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.24740000069141388,"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/T13355","display_name":"Marketing and Advertising Strategies","score":0.12890000641345978,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.8640000224113464},{"id":"https://openalex.org/keywords/brand-positioning","display_name":"brand positioning","score":0.8790000081062317},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.8040000200271606},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.40799999237060547}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7462832927703857},{"id":"https://openalex.org/C57375061","wikidata":"https://www.wikidata.org/wiki/Q453181","display_name":"Brand management","level":2,"score":0.6888015270233154},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6627399921417236},{"id":"https://openalex.org/C2780144342","wikidata":"https://www.wikidata.org/wiki/Q1900653","display_name":"Brand loyalty","level":2,"score":0.653688907623291},{"id":"https://openalex.org/C71508700","wikidata":"https://www.wikidata.org/wiki/Q866188","display_name":"Brand extension","level":3,"score":0.5251079201698303},{"id":"https://openalex.org/C150506046","wikidata":"https://www.wikidata.org/wiki/Q6667822","display_name":"Logos Bible Software","level":2,"score":0.5167631506919861},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.5074629187583923},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.496512234210968},{"id":"https://openalex.org/C152455256","wikidata":"https://www.wikidata.org/wiki/Q1900597","display_name":"Brand awareness","level":2,"score":0.44695717096328735},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.43233442306518555},{"id":"https://openalex.org/C205971072","wikidata":"https://www.wikidata.org/wiki/Q513100","display_name":"Brand equity","level":2,"score":0.4219788610935211},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.11713725328445435},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0844520628452301},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.07282364368438721},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-540-24783-8_5","doi":"https://doi.org/10.1007/978-3-540-24783-8_5","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-540-24783-8_5","pdf_url":null,"source":{"id":"https://openalex.org/S4306463937","display_name":"Springer eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Marketing 2.0","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":0,"referenced_works":[],"related_works":["https://openalex.org/W2334231064","https://openalex.org/W4254571632","https://openalex.org/W1525078499","https://openalex.org/W2021265225","https://openalex.org/W4249427876","https://openalex.org/W7093924944","https://openalex.org/W2033101243","https://openalex.org/W6960053917","https://openalex.org/W1652915084","https://openalex.org/W1545464101"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-10-10T09:11:00.788812","created_date":"2016-06-24T00:00:00"}
