Now showing items 1-2 of 2

    • How Co-Production and Authenticity Affect: Experience Design Management 

      Carbone, Lewis P.; LaTour, Kathryn A. (2017-06-08)
      Two keys to profitable operation are ensuring that customers have a memorable experience and developing a relationship that matches their needs. Meeting at the Cornell School of Hotel Administration, experts in experience ...
    • Sticktion: Assessing Memory for the Customer Experience 

      LaTour, Kathryn A.; Carbone, Lewis P. (2014-02-01)
      In the quest for better service design, hospitality and service firms have often been frustrated to find that service experiences that are based on what customers say they want are not always successful. A psychological ...