The Social Dimension of Customer Experience

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review


The research distinguishes between individual and shared experiences and advances the understanding of the social dimension of customer experience in the context of the arts. Building on the extant C2C literature, but also the experience literature within the cultural research and social sciences, this research integrates experience perspectives of marketing and cultural studies. The paper contributes to the customer experience research by highlighting the social mechanisms of customer experience and provides a foundation for developing the conceptual and empirical understanding of shared C2C experiences. The paper shifts the focus of customer experience as an existential-phenomenological phenomenon to a social phenomenon.
Original languageEnglish
Title of host publicationProceedings of the QUIS17 : The 17th International Research Symposium on Service Excellence in Management
Number of pages5
PublisherEditorial de la Universitat Politècnica de València
Publication date05.04.2022
ISBN (Electronic)978-84-1396-019-7
Publication statusPublished - 05.04.2022
MoE publication typeA4 Article in conference proceedings
EventQUIS17: The 17th International Research Symposium on Service Excellence in Management - Valencia, Spain
Duration: 12.01.202214.01.2022
Conference number: 17


  • 512 Business and Management


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