The Role of Temporality in Customer Experience

Temporality and the importance of time has evolved over the centuries. From an abstract philosophical perspective of the meaning of time, to a quantifiable commercialisation of yield from individual units of time, we have long appreciated time's value and centrality to the human experience. Consumers today live in a temporally focused world, where perceptions of temporality permeate every aspect of consumption, but there is minimal consideration of this knowledge in the marketing domain. This book introduces a model of consumer perceptions of temporality, which can be used as a framework to consolidate knowledge of the role of temporality in consumption, and improve the management of customer experiences.

Covering an overview of the history and evolution of knowledge of time and temporality, through to recommendations for best practice in the management of consumption experiences with a new knowledge of temporality, this unique book is key reading for students and academics who wish to gain a new perspective on consumer behaviour and consumption.

The only book that uniquely considers the role of temporality in consumption Introduces a new model of temporality which benefits service organisations in order to improve customer experience Provides a coherent way to explain the importance of consumer perceptions of temporality in consumption experiences

Autorentext

Sarah Evans-Howe is a Lecturer in Marketing at Saïd Business School at the University of Oxford. With a doctorate in marketing and extensive teaching experience, including leadership responsibility as a Programme Director, Academic Integrity Lead, and Course Designer, Sarah also has a wealth of practical managerial experience within the hotel and wider service industry. Sarah's research interests include digital marketing, the role of technology in service delivery, luxury marketing, experiential consumption, services marketing, digital customer behaviour including social media, customer complaint behaviour, temporality and hospitality management. Throughout her career, in whatever context, Sarah's primary focus is always on optimising customer experience and helping students to discover the joy of learning and critical thinking.

Klappentext
Temporality and the importance of time has evolved over the centuries. From an abstract philosophical perspective of the meaning of time, to a quantifiable commercialisation of yield from individual units of time, we have long appreciated time's value and centrality to the human experience. Consumers today live in a temporally focused world, where perceptions of temporality permeate every aspect of consumption, but there is minimal consideration of this knowledge in the marketing domain. This book introduces a model of consumer perceptions of temporality, which can be used as a framework to consolidate knowledge of the role of temporality in consumption, and improve the management of customer experiences. Covering an overview of the history and evolution of knowledge of time and temporality, through to recommendations for best practice in the management of consumption experiences with a new knowledge of temporality, this unique book is key reading for students and academics who wish to gain a new perspective on consumer behaviour and consumption. Sarah Evans-Howe is a Lecturer in Marketing at Saïd Business School at the University of Oxford. With a doctorate in marketing and extensive teaching experience, including leadership responsibility as a Programme Director, Academic Integrity Lead, and Course Designer, Sarah also has a wealth of practical managerial experience within the hotel and wider service industry. Sarah's research interests include digital marketing, the role of technology in service delivery, luxury marketing, experiential consumption, services marketing, digital customer behaviour including social media, customer complaint behaviour, temporality and hospitality management. Throughout her career, in whatever context, Sarah's primary focus is always on optimising customer experience and helping students to discover the joy of learning and critical thinking.

Inhalt

Introduction/Rationale for the book.- Chapter One: A brief history of knowledge of temporality.- Chapter Two: Understanding customer experience.- Chapter Three: The Model of Temporality in Consumption.- Chapter Four: Customer perceptions of temporality as a valuable resource.- Chapter Five: Customer perceptions of temporality as a rate of movement.- Chapter Six: Customer perceptions of time as a moment of now.- Chapter Seven: Customer perceptions of time as a memory or vision.- Chapter Eight: What unhappy customers teach us about the role of temporality in customer experience.- Chapter Nine: Covid-19 The global temporal hiccup.- Chapter Ten: Managing temporality in customer experience.