Creating Positive Experiences

The key to maintain and strengthen customer relationships has been claimed to be the ability to provide customers with positive experiences. Based on interviews with personnel at Gekås Ullared, this paper provides some insight into how a retail store may maintain and strengthen customer relationships by giving its customers positive experiences. The following variables are discussed: 1) Price, 2) assortment, 3) supplementary services, 4) availability, 5) attitude of the staff, and 4) physical environment.


Daniel Hjelmgren (2011) ,"Creating Positive Experiences", in E - European Advances in Consumer Research Volume 9, eds. Alan Bradshaw, Chris Hackley, and Pauline Maclaran, Duluth, MN : Association for Consumer Research, Pages: 3_4.


Daniel Hjelmgren, University of Borås


E - European Advances in Consumer Research Volume 9 | 2011

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