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New publication on The consumer experience

Magnus Söderlund and Sofie Sagfossen explores the impact of effort in an experience context on customer satisfaction.

Main implication: suppliers of experiental offers should signal their effort in producing the offer if they want to boost customer satisfaction.

Read The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction in Journal of Retailing and Consumer Services: http://www.sciencedirect.com/science/article/pii/S0969698917303132

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