Small details that make big differences: A radical approach to consumption experience as a firm's differentiating strategy

Author： Bolton Ruth N. Gustafsson Anders McColl-Kennedy Janet Sirianni Nancy J. Tse David K.

Publisher： Emerald Group Publishing Ltd

ISSN： 1757-5818

Source： Journal of Service Management, Vol.25, Iss.2, 2014-04, pp. : 253-274

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