KOREASCHOLAR

MASTERING THE ART OF CO-CREATING TOGETHER AT MUSIC FESTIVALS – A PROCESS MODEL FOR CUSTOMER EXPERIENCE MANAGEMENT

Elina Koivisto, Pekka Mattila, Saaramaria Somppi
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/325932
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Global Fashion Management Conference
2017 Global Fashion Management Conference at Vienna (2017.07)
pp.407-412
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

This study will provide a new perspective on how customer experiences and their co-creation can be managed by studying the practices used to manage customer experience co-creation at festivals. Based on 22 interviews of Finnish festival organisers, a process model for customer experience management is proposed.

Keyword
artco-creationmusic festivalcustomer experienceFinland
Author
  • Elina Koivisto(Aalto University School of Business, Finland)
  • Pekka Mattila(Aalto University School of Business, Finland)
  • Saaramaria Somppi(Aalto University School of Business, Finland)