Mastering the art of co-creating together at music festivals–a process model for customer experience management

Elina Koivisto, Pekka Mattila, Saaramaria Somppi

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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.
Original languageEnglish
Title of host publication2017 Global Fashion Management Conference at Vienna Proceedings
PublisherGlobal Alliance of Marketing & Management Associations
Pages407-412
DOIs
Publication statusPublished - 2017
MoE publication typeA4 Article in a conference publication
EventGlobal Fashion Management Conference - Vienna, Austria
Duration: 6 Jul 20179 Jul 2017

Publication series

NameGlobal Fashion Management Conference
ISSN (Electronic)2288-825X

Conference

ConferenceGlobal Fashion Management Conference
Abbreviated titleGFMC
Country/TerritoryAustria
CityVienna
Period06/07/201709/07/2017

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