Customer Experience

Anderson, Kristin, & Kerr, Carol.  (2002).  Customer Relationship Management.  New York: McGraw-Hill.

Donoghue, Karen.  (2002).  Built for Use: Driving Profitability Through the User Experience.  New York: McGraw-Hill.

Hensch, John, & Van Pelt, Peggy. (2003).  Designing Disney: Imagineering and the Art of the Show.  New York: Disney Editions.

Johnson, Michael D., & Gustafsson.  (2000).  Improving Customer Satisfaction, Loyatly, and Profit.  San Francisco, CA:  Jossey Bass.

Pine, Joseph B.  (1999).  The Experience Economy: Work is Theatre and Every Business is a Stage.  Boston: Harvard Business School Press.

Prahalad, C.K., & Ramaswamy, Venkat.  (2004).  The Future of Competition: Co-Creating Unique Value with Customers.  Cambridge, MA: Harvard Business School Press.

Schmitt, Bernd.  (2003).  Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers.  New York: Wiley.

Schmitt, Bernd.  (2004).  There's No Business That's Not Show Business: Marketing in an Experience Culture.  Upper Saddle River, NJ: Financial Times Prentice Hall.

Smith, Shaun.  (2002).  Managing the Customer Experience: Turning Customers into Advocates.  Boston, MA: Pearson Custom Publishing.

Treacy, Michael, & Wiersema, Fred.  (1997).  Discipline of Market Leaders: Choose Your Customer, Narrow Your Focus, Dominate Your Market.  New York: Basic Books.

Van Duyne, Douglas, K.  (2003).  The Design of Sites: Patterns, Principles, and Processes for Crafting a Customer-Centered Web Experience.  Boston: Addison Wesley.

Weick, Karl E., & Sutcliffe, Kathleen M.  (2001).  Managing the Unexpected: Assuring High Performance in an Age of Complexity.  San Francisco, CA: Jossey Bass.