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Creating customer experience in the event marketing industry: a study of Swedish event marketing agencies' views of the concept experience
Luleå University of Technology, Department of Arts, Communication and Education, Media, audio technology and experience production and theater.
Luleå tekniska universitet.
2008 (English)Conference paper, Oral presentation only (Other academic)
Abstract [en]

This paper reports from a study based on interviews conducted with Swedish Event Marketing agencies aiming to create customer experiences. The study focuses on the concept of experience and how it is regarded, interpreted and used by these agencies. Seven agencies were selected using two criteria; they should be positioned as relationship-focused and they should be awarded within their industry. The empirical material consists of transcripts from seven personal interviews with the agencies' CEOs or other directors.The findings show that all the investigated agencies regard the experience concept to be of high strategic importance. However, although similarities existed among the informants' views, there seemed to be differences regarding the meaning of the concept. These differences concern whether experience, as a resulting phenomenon, qualifies according to the mere perception of it or according to memorable impressions.The findings also indicate that there is a missing link between the views of the concept and the management to make the actual phenomenon possible, i.e. the experience.The findings are analyzed and discussed using experience production theory and relationship marketing theory.

Place, publisher, year, edition, pages
2008.
National Category
Communication Studies
Research subject
Media and Communication Science.
Identifiers
URN: urn:nbn:se:ltu:diva-31728Local ID: 5fbe8550-c79c-11dd-941d-000ea68e967bOAI: oai:DiVA.org:ltu-31728DiVA, id: diva2:1004962
Conference
Nordic conference on experience : 26/11/2008 - 28/11/2008
Note
Godkänd; 2008; 20081211 (johsod)Available from: 2016-09-30 Created: 2016-09-30 Last updated: 2017-11-25Bibliographically approved

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http://www.experience2008.fi/

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Nordström, Caroline Stenbacka

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf