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notes








1


 II. .,  .  :      . .:  , 2019.




2


NICE Satmetrix, "U.S. Consumer 2018 Net Promoter Benchmarks at a Glance," NICE Satmetrix, 2018, http://info.nice.com/rs/338-EJP-431/images/NICE-Satmetrix-infographic-2018-b2c-nps-benchmarks-050418.pdf (http://info.nice.com/rs/338-EJP-431/images/NICE-Satmetrix-infographic-2018-b2c-nps-benchmarks-050418.pdf).




3


Frederick Reichheld, "The One Number You Need to Grow," Harvard Business Review (December 2003), https://hbr.org/2003/12/the-one-number-you-need-to-grow (https://hbr.org/2003/12/the-one-number-you-need-to-grow).




4


  NPS  1  10.          . NPS            .       NPS    : Frederick Reichheld and Rob Markey, The Ultimate Question 2.0 (Boston: Harvard Business Review Press, 2011).




5


 II. .,  .  :      . .:  , 2019.




6


 .




7


 .  :     . .:  , 2012.




8


 .  :     . .:  , 2012.




9


Gary Ellis, Keynote Address, Experience Industry Management Conference, Brigham Young University, Provo, UT, March 2122, 2013.




10


Paul Ratner, "Want Happiness? Buy Experiences, Not Things, Says a Cornell Psychologist," Big Think, July 22, 2016, http://bigthink.com/paulratner/want-happiness-buy-experiences-not-more-stuff (http://bigthink.com/paulratner/want-happiness-buy-experiences-not-more-stuff); Elizabeth Dunn and Michael Norton, Happy Money: The Science of Happier Spending (NewYork: Simon & Schuster, 2014).




11


Erik Qualman, Socialnomics: How Social Media Transforms the Way We Live and Do Business, 2nd ed. (Hoboken, NJ: Wiley, 2012); David Meerman Scott, The New Rules of Marketing and PR (Hoboken, NJ: Wiley, 2017), 65.




12


Patricia Laya, "Nightmare: 7Customer Service Blunders That Went Viral," Business Insider, June 17, 2011, http://www.businessinsider.com/7-very-public-lessons-in-customer-service-20116 (http://www.businessinsider.com/7-very-public-lessons-in-customer-service-2011%E2%80%936).




13


Josh Bersin, Jason Flynn, Art Mazor, and Veronica Melian, "Rewriting the Rules for the Digital Age," Deloitte Insights, 2017 Global Human Capital Trends, February 28, 2017, 7, https://www2.deloitte.com/insights/us/en/focus/human-capital-trends/2017/improving-the-employee-experience-culture-engagement.html (https://www2.deloitte.com/insights/us/en/focus/human-capital-trends/2017/improving-the-employee-experience-culture-engagement.html).




14


Mat D. Duerden, Peter J. Ward, and Patti A. Freeman, "Conceptualizing Structured Experiences: Seeking Interdisciplinary Integration," Journal of Leisure Research 47, no. 5 (2015): 601.




15


 - . linguaeterna.com/vocabula/show.php?n=16515 (http://linguaeterna.com/vocabula/show.php?n=16515).




16


Duerden, Ward, and Freeman, "Conceptualizing Structured Experiences," 601.


