Mitarbeiter als Erlebnisprovider: Theoretische Fundierung und empirische Untersuchung an einem Fallbeispiel

In view of an increasingly experience-driven society and the homogeneity of products and services, it is now necessary for companies to generate customer experiences. Research, so far, has mainly studied the consequences of the customer experience. However, the role of the customer's perception of the experience has not been well investigated. This especially applies to the influence of employees as experience providers. The objective of this article is to identify the influence of employees on the customer experience. The empirical study shows that it is the attractiveness of employees that mainly influences the customer experience. However, employee behavior also determines the customer's perception of experience. The study's results offer implications for experience management.