Commercial experiences from a customer perspective: Elaborated, defined and distinguished

Abstract

Purpose

A new type of business offering is currently gaining much attention, a type which in some aspects appears to be distinct from goods and services. These offerings are usually denoted as commercial experiences and are claimed to provide higher customer value than other types of offerings as they, for example, engage customers in an inherently memorable way. The understanding of what constitutes commercial experiences is however still scant. The purpose of this paper is to take a closer look at the commercial experience concept from a customer perspective. The paper aims specifically at elaborating and defining commercial experiences as well as distinguishing them from goods and services.

Design/methodology/approach

The paper is based on literature studies.

Findings

The authors identify memorable as the fundamental distinctive characteristic for commercial experiences. Memorable events are then shown to be strongly emotional events. Finally the two‐factor structure of affect is used to show that the factor “strong engagement” is a critical driver of commercial experiences. As a result of the elaboration the authors also propose a new definition of commercial experiences and distinguish commercial experiences from goods and services in three ways.

Originality/value

The paper increases the currently scant understanding of commercial experiences.

Citation

Lilja, J., Eriksson, M. and Ingelsson, P. (2010), "Commercial experiences from a customer perspective: Elaborated, defined and distinguished", The TQM Journal, Vol. 22 No. 3, pp. 285-292. https://doi.org/10.1108/17542731011035523