Over the last forty years, the field of customer experience has been the focus of considerable research, highly diverse perspectives, and numerous managerial applications. Hybrid contexts combining both brick-and-mortar and digital experiential contexts explain this to some degree, so gaining a better understanding of what consumers experience during their customer journeys, as well as what firms and brands can or must manage, has become indispensable. Customer experience is not only a key...

Dimensions of experience as a key to successful experiential strategiesFirst discussed in the seminal articles by Holbrook and Hirschman, the experiential approach attempts to understand individuals’ reactions when they consume, with the idea that we seek to enjoy consumption experiences for the pleasure, the emotions and sensations they give us. This led to the notion of experiential marketing, which encouraged firms to gain a competitive edge by reviewing their offer in the light...

A leading M.I.T. social scientist and consultant examines five professions -- engineering, architecture, management, psychotherapy, and town planning -- to show how professionals really go about solving problems. The best professionals, Donald Schon maintains, know more than they can put into words. To meet the challenges of their work, they rely less on formulas learned in graduate school than on the kind of improvisation learned in practice. This unarticulated, largely unexamined process...

New in Paperback! Make learning more meaningful by teaching the "whole game"David Perkins, a noted authority on teaching and learning and co-director of Harvard's Project Zero, introduces a practical and research-based framework for teaching. He describes how teaching any subject at any level can be made more effective if students are introduced to the "whole game," rather than isolated pieces of a discipline. Perkins explains how learning academic subjects should ...

How to Write a Thesis provides an invaluable resource to help students consider, plan and write their theses. The third edition of this best-selling and well loved book builds on the success of the second edition.

For two years now I've been regularly blogging about ELT-related issues that have caught my attention. The topics have been loosely organized around the format of an encyclopaedic dictionary I'd published previously, called An A-Z of ELT. I've since clocked up over a hundred posts that in turn have attracted thousands of comments comprising I don't know how many tens of thousands of words.A couple of things that have emerged from this 'long conversation' are: (1) the same issues com...

Written by a leading authority in the fields of marketing and design, here is first book ever to bring together the theory and practice of design management. In eleven comprehensive chapters, Design Management offers time-tested tools for choosing the right design agency . . . integrating design in the organization . . . creating value and contributing to company performance . . . contributing to brand value and corporate vision . . . and implementing design projects. What’s more, dozens o...

Everyday consumers buy into the concept of brands and their associated meanings - the perception of quality, a symbolic relationship, a vicarious experience, or even a sense of identity. Marketing Semiotics suggests that the extent to which consumers recognize, internalize, and relate to brand meanings is not only an academic question. These meanings contribute to 'brand equity', the financial value of intangible brand benefits that exceed the use value of goods, and impacts upon...

Drawing on the theoretical foundations laid out in earlier volumes of this series, this book describes an approach to organizational change and development that is informed by a complexity perspective. It clarifies the experience of being in the midst of change. Unlike many books that presume clarity of foresight or hindsight, the author focuses on the essential uncertainty of participating in evolving events as they happen and considers the creative possibilities of such participation. Mo...

Qualitative Research Methods is a comprehensive, all-inclusive resource for the theory and practice of qualitative/ethnographic research methodology.Serves as a “how-to” guide for qualitative/ethnographic research, detailing how to design a project, conduct interviews and focus groups, interpret and analyze data, and represent it in a compelling mannerDemonstrates how qualitative data can be systematically utilized to address pressing personal, organization...

Training in psychoanalysis is a long and demanding process. However, the quality of education available is hugely variable across the world. The structure of psychoanalytic education, centered on the hierarchical "training analysis" system, reflected a concerted effort to maintain a stable and high quality educational process. However, throughout time this system has become a major source of institutional contradictions that affectthe training of candidates, the scientific developments wit...

Copublished with the National Council of Teachers of Mathematics, this book focuses on individuals involved in K–12 mathematics education who seek to help children achieve success. The authors tackle popular misconceptions and misguided discourse about mathematics education and draw on peer-reviewed research about instruction that can significantly improve students’ conceptual understanding.BenefitsExplore reasons why expectations for mathematics teaching and lear...