Arbeitgeberattraktivität darf nicht schon beim Bewerbungsprozess enden. In einer Zeit, in welcher der Fachkräftemangel allgegenwärtig ist, können Arbeitgeber es sich nicht leisten, Bewerber und potenzielle Bewerber durch eine schlechte Candidate Experience – also ein negatives Bewerbererlebnis – zu vergraulen. Der häufigste Entscheidungsgrund für oder gegen einen Arbeitgeber sind die Erfahrungen des Bewerbers vor, während und nach dem Bewerbungsprozess. Das Bild, was viele Arbeitgeber an den verschiedenen Kontaktpunkten im Bewerbungsprozess abgeben, und die Erwartungen der Kandidaten liegen jedoch häufig weit auseinander. Diese Dissonanz zu beseitigen und dadurch ein konsistentes positives Arbeitgebermarkenerlebnis zu schaffen, ist das Kernziel eines professionellen Candidate-Experience-Managements. Aktuelle Studien, greifbare Praxisbeispiele und leicht umsetzbare Steuerungsinstrumente geben in diesem Buch das nötige Rüstzeug, um die eigene Candidate Experience zu optimieren und Bewerber zu Fans werden zu lassen.
Customer Experience Management (CEM) ist ein Prozess des strategischen Managements zur Gestaltung aller Kundenerlebnisse mit einem Unternehmen über sämtliche Kundenkontaktpunkte hinweg. Kundenerlebnisse finden vor, während und nach dem Kauf eines Produkts oder einer Dienstleistung statt, wobei die Schaffung eines ganzheitlichen Kundenerlebnisses über alle Kundenkontaktpunkte im Mittelpunkt steht. Mehr als 50 profilierte Wissenschaftler und Vertreter der Praxis zeigen unter Einbeziehung zahlreicher Fallbeispiele, was genau unter Customer Experience zu verstehen ist, welche Wirkungen von ihr ausgehen, welche branchenspezifische Gegebenheiten Beachtung finden und wie eine erfolgreiche Umsetzung eines Customer Experience Management in der Praxis aussehen kann.
Dieses Buch zeigt, wie eine nachhaltige User Experience an den digitalen Touchpoints einer Marke erzeugt werden kann. Die überzeugende und unverwechselbare Kommunikation einer Markenpersönlichkeit auf Websites, Mobile Sites, Apps und Landingpages führt direkt zu Wachstum in User Engagement, Conversion und ROI. An Praxisbeispielen führt der Autor anschaulich vor, wie die Erkenntnisse aus Neuropsychologie und Neuromarketing konkret in den Produktgestaltungsprozess und das User Experience Design übertragen werden können. Die wichtigsten Werkzeuge und Leistungsbausteine werden vorgestellt und ihre Anwendung verständlich erläutert.Ein empfehlenswertes Fachbuch für Produktmanager, CMO, UX Manager und Webentwickler, die den Mehrwert ihrer Marke mit einem stimmigen User Experience Design steigern wollen.
Funktionalität allein reicht bei Internet- oder Desktop-Anwendungen heute nicht aus, das Benutzererlebnis ist zunehmend ein Schlüsselfaktor für den Markterfolg. Ein positives Benutzererlebnis entsteht aber nur dann, wenn im Entwicklungsprozess Benutzeranalyse, Verständnis für das Business und Design perfekt aufeinander abgestimmt sind. Das Buch bietet einen kompakten Einstieg in die Thematik und führt durch den gesamten Prozess: vom Design und der Businessanalyse bis zur Produkteinführung. Relevante Methoden werden einfach und verständlich erklärt.
Die vorliegende Schrift befasst sich mit dem Management von Kundenkontaktpunkten (touchpoints) in der Vorkauf-, Kauf-, und Nachkaufphase von Kaufentscheidungen privater Nachfrager. Dabei wird den instrumentellen Gestaltungsoptionen zur Erzeugung von positiven Kundenerlebnissen ein besonderes Augenmerk geschenkt. Die Autorin vermittelt einen differenzierten und lehrreichen Einblick in das neue Themengebiet des Customer Experience Managements. Anhand von zahlreichen interessanten Praxisbeispielen wird aufgezeigt, welche Instrumente erfolgreiche Unternehmen einsetzen, um langfristige Beziehungen zu ihren Kunden aufzubauen. Der Schrift von Frau Embert ist daher eine positive Resonanz in der Marketingpraxis zu wünschen. Dortmund, im Oktober 2015 Prof. Dr. Wolfgang Müller
Während eines Dienstleistungsprozesses nehmen Kunden eine Vielzahl von Erlebnissen war, die einen entscheidenden Einfluss auf die Bewertung der Dienstleistung haben. Zur Analyse und Steuerung dieses Wertbeitrags entwickelt Ole Wittko mit dem Service Experience Value ein erlebnisbasiertes Konzept für die Bewertung von Dienstleistungsprozessen. Anhand einer empirischen Untersuchung von Flugreisen werden zum einen die Dimensionen der Bewertung und deren Wertbeitrag auf die Gesamtbewertung der Dienstleistung und zum anderen die Wirkungen auf das Kaufverhalten analysiert. Der Autor leitet abschließend Empfehlungen für die wertoptimale Gestaltung von Dienstleistungsprozessen ab.
Based on John Dewey's lectures on esthetics, delivered as the first William James Lecturer at Harvard in 1932, Art as Experience has grown to be considered internationally as the most distinguished work ever written by an American on the formal structure and characteristic effects of all the arts: architecture, sculpture, painting, music, and literature.
In this volume concerning the natural environment, people, and the relationship between them, Rachel and Stephen Kaplan offer the first research-based analysis of the vital psychological role that nature plays in our lives. Over a period of twenty years, the authors have sought to understand how people perceive nature and what types of natural environments they prefer, what psychological benefits they seem to derive from wilderness experiences, and why backyard gardens are especially important to some people. The book examines the satisfactions and advantages that various natural settings bring to us. While many readers may have little doubt that the natural environment makes a difference to them, they may be suprised to discover the pervasiveness of its impact on people of diverse ages and cultural heritages. Beyond the awe-inspiring mountains and waterfalls, many comparatively simple natural settings foster tranquility and well-being. The book explores questions such as: Is the effect of nature on people as powerful as it intuitively seems to be? What makes natural settings so compelling? How do settings restore bodily health? Are some natural patterns more effective than others? Are there ways to design, manage, and interpret natural environments so as to enhance their beneficial influences? A wide audience will find this analysis of our natural environment compelling and insightful.
Für Fachleute ist das virtuelle Customer Experience Management oder Social CRM, wie es auch genannt wird, der nächste Megatrend in Sachen Marketing schlechthin. Sie könnten Recht damit haben. Denn das Internet macht die Verbraucher zunehmend mündig. Um sie dennoch auf sich, die eigenen Produkte oder Services einzuschwören, müssen Unternehmen aus Fremden loyale Freunde machen. Der Schachzug, der dafür in Frage kommt, ist ebenso genial wie einfach: Firmen, die es schaffen, mittels moderner I&K-Technologien unter ihren Kunden automatisch Mundpropagandisten zu rekrutieren und damit den Flurfunk anzufeuern, stehen bestens da. Denn diesen unverdächtigen Botschaftern glaubt man eher als den Versprechen von unternehmensbezahlten Marketers.
This book provides a thorough introduction to what is known about why people visit museums, what they do there, and that they learn. It offers recommendations and guidelines to help museum staff understand their clientele and their interactions with them.
Written over a span of more than two decades, the essays by Iris Marion Young collected in this volume describe diverse aspects of women's lived body experience in modern Western societies. Drawing on the ideas of several twentieth century continental philosophers--including Simone de Beauvoir, Martin Heidegger, Luce Irigaray, Julia Kristeva, and Maurice Merleau-Ponty--Young constructs rigorous analytic categories for interpreting embodied subjectivity. The essays combine theoretical description of experience with normative evaluation of the unjust constraints on their freedom and opportunity that continue to burden many women. The lead essay rethinks the purpose of the category of "gender" for feminist theory, after important debates have questioned its usefulness. Other essays include reflection on the meaning of being at home and the need for privacy in old age residences as well as essays that analyze aspects of the experience of women and girls that have received little attention even in feminist theory--such as the sexuality of breasts, or menstruation as punctuation in a woman's life story. Young describes the phenomenology of moving in a pregnant body and the tactile pleasures of clothing. While academically rigorous, the essays are also written with engaging style, incorporating vivid imagery and autobiographical narrative. On Female Body Experience raises issues and takes positions that speak to scholars and students in philosophy, sociology, geography, medicine, nursing, and education.
Experience and Education is the best concise statement on education ever published by John Dewey, the man acknowledged to be the pre-eminent educational theorist of the twentieth century. Written more than two decades after Democracy and Education (Dewey's most comprehensive statement of his position in educational philosophy), this book demonstrates how Dewey reformulated his ideas as a result of his intervening experience with the progressive schools and in the light of the criticisms his theories had received. Analyzing both "traditional" and "progressive" education, Dr. Dewey here insists that neither the old nor the new education is adequate and that each is miseducative because neither of them applies the principles of a carefully developed philosophy of experience. Many pages of this volume illustrate Dr. Dewey's ideas for a philosophy of experience and its relation to education. He particularly urges that all teachers and educators looking for a new movement in education should think in terms of the deeped and larger issues of education rather than in terms of some divisive "ism" about education, even such an "ism" as "progressivism." His philosophy, here expressed in its most essential, most readable form, predicates an American educational system that respects all sources of experience, on that offers a true learning situation that is both historical and social, both orderly and dynamic.
Medicine supposedly offers a scientific account of the human body and of illness, and it follows that scientific medicine treats all forms of folk medicine as little more than superstitious practices. Professor Good argues that this impoverished perspective neglects many facets of Western medical practice and obscures its kinship with healing in other traditions. Drawing on his own anthropological research in America and the Middle East, his analysis of illness and medicine explores the role of cultural factors in the experience of illness and the practice of medicine.
This book is about the development of teachers'professional knowledge.
This antiquarian volume contains a fascinating and detailed treatise on experience and nature, written by John Dewey. This interesting and accessible text will greatly appeal to those with a keen interest in psychology and philosophy, and it is one not to be missed by collectors of such literature. The chapters of this book include: Experience and Philosophic Method; Existence as Precarious and as Stable; Nature, Ends and Histories; Nature, Means and Knowledge; Nature, Communication and Meaning; Nature, Mind an Subject; Nature, Life and Body-Mind, etcetera. John Dewey (1859 –1952) was an American psychologist, philosopher, and educational reformer who has been influential in education and social reform. Dewey is also one of the main people associated with philosophy of pragmatism and is widely hailed as one of the founders of functional psychology. This book is being republished in an affordable, modern edition complete with a new prefatory biography of the author.
Creating Experiences in the Experience Economy focuses on the creation of experience from a business perspective. In doing so, the book establishes a more solid foundation for making better and more complex analyses of experience creation, paving the way for the development of analytically based and innovative experiences in experience firms and institutions. The contributors emphasise that experience creation is not an easy task with a straightforward formula and examine how marketed experiences are constructed, developed and innovated. Presenting diverse and innovative perspectives, the contributors discuss and present models for how experiences are designed, produced and distributed. With its cross-disciplinary approach to experience creation, this fascinating study will appeal to researchers and academics of business administration, services, culture and tourism.
In Technology as Experience, John McCarthy and Peter Wright argue that any account of what is often called the user experience must take into consideration the emotional, intellectual, and sensual aspects of our interactions with technology. We don't just use technology, they point out; we live with it. They offer a new approach to understanding human-computer interaction through examining the felt experience of technology. Drawing on the pragmatism of such philosophers as John Dewey and Mikhail Bakhtin, they provide a framework for a clearer analysis of technology as experience.Just as Dewey, in Art as Experience, argued that art is part of everyday lived experience and not isolated in a museum, McCarthy and Wright show how technology is deeply embedded in everyday life. The "zestful integration" or transcendent nature of the aesthetic experience, they say, is a model of what human experience with technology might become.McCarthy and Wright illustrate their theoretical framework with real-world examples that range from online shopping to ambulance dispatch. Their approach to understanding human computer interaction -- seeing it as creative, open, and relational, part of felt experience -- is a measure of the fullness of technology's potential to be more than merely functional.
One of the most important ethnomusicologists of the century, John Blacking achieved international recognition for his book, How Musical Is Man? Known for his interest in the relationship of music to biology, psychology, dance, and politics, Blacking was deeply committed to the idea that music-making is a fundamental and universal attribute of the human species. He attempted to document the ways in which music-making expresses the human condition, how it transcends social divisions, and how it can be used to improve the quality of human life. This volume brings together in one convenient source eight of Blacking's most important theoretical papers along with an extensive introduction by the editor. Drawing heavily on his fieldwork among the Venda people of South Africa, these essays reveal his most important theoretical themes such as the innateness of musical ability, the properties of music as a symbolic or quasi-linguistic system, the complex relation between music and social institutions, and the relation between scientific musical analysis and cultural understanding.
Over the last two decades the concept and practice of Local Economic Development (LED) has gained widespread acceptance around the world as a locally-based response to the challenges posed by globalization, devolution, local-level opportunities, and economic crises. Support for local economic development is now firmly on the agenda of many national governments and key international agencies. This volume examines the debates about Local Economic Development and examines some of the unfolding experiences of LED in the developing world. The focus is upon the region of southern Africa, and more especially upon post-apartheid South Africa. LED emerged in South Africa as one of the more significant post-apartheid development options being pursued by empowered localities with the overt encouragement of national government. Elsewhere in the developing world, much interest surrounds the experience of LED in post-apartheid South Africa, which is seen as a laboratory for experimentation, innovation, and learning. The seventeen chapters in this book examine the range of LED interventions that have been the basis for experimentation in the last decade, including both pro-market as well as pro-poor interventions. Key themes include debates about the most appropriate policy directions for LED, its contribution towards sustainable development, the role of social capital, cluster support, public procurement, eco-development, good governance and tourism-led LED. The book also contains a series of detailed case studies on the implementation of LED in South Africa and the wider region of southern Africa, including analyses of LED undertaken at a variety of scales from the provincial, metropolitan, and small-town level. Until now, most research on local economic development has focused on the developed world. This volume breaks new ground in applying LED policy and practices to problems specific to the developing world. It will be of interest to scholars of development studies, urban and regional planning, human geography, and urban studies. "This compelling and comprehensive book provides a look at the innovative (including pro-poor) local economic development strategies being used in South Africa. The contributors [to Local Economic Development in the Changing World: The Experience of Southern Africa] are among the very best scholars in the field." -Gary Gaile, University of Colorado "Etienne Nel and Christian Rogerson have produced an excellent book on local economic development in South Africa. The chapters in this timely volume contain many valuable lessons for both the developing and the developed world. Of particular importance is the policy focus of Nel and Rogerson on investing in and empowering low-income workers, entrepreneurs, families, and neighborhoods. Because of the special emphasis on inclusive economic development strategies, this book is a very useful guide to what the Prague Institute calls "Treating People and Communities as Assets." -Dr. Marc A. Weiss, Chairman and CEO, Prague Institute for Global Urban Development Etienne Nel is associate professor in the Department of Geography of Rhodes University, Grahamstown, South Africa. Christian M. Rogerson is professor of human geography, School of Geography, Archaeology, and Environmental Studies, University of Witwatersrand, Johannesburg.
"Like a careful gardener, Miriam Hansen planted and interwove traditions of Frankfurt critical theory, modern film history, and her own critical passions and curiosity. She is an important transatlantic bridge for the traditions of enlightenment and film art. She was not only a theoretical mind, but someone who also exerted a strong, practical influence on filmmaking. Because of her, the Minutenfilm saw a rebirth, as well as film projected onto multiple screens, the Max Ophuls renaissance, and much more. We auteurs listened to her. She was--as she sat in her Chicago office and worked, occasionally glancing over the lake--our prophet." --Alexander Kluge, "Berlin Journal" ""Cinema and Experience" is a doubly poignant book: simultaneously a soulful investigation into the complex fate of experience in a mass-mediated modernity and the posthumous publication of the culminating masterwork of one the master scholars of cinema studies. Rich and probing insights resonate from every page of this wonderful volume." --Dana Polan, author of "Scenes of Instruction: The Beginnings of the U.S. Study of Film" "Miriam Hansen's brilliant analysis of the cinematic experience combines a democratic respect for mass culture with the highest standards of scholarly excellence. Mickey Mouse, slapstick comedy, the photographic image and filmed reality become her keys to deciphering the philosophical differences between Adorno and Benjamin, and the philosophical significance of Kracauer's journalistic eye. The present--new media, social networking, drone warfare--is never out of her sight. For the beginning student and the advanced scholar in multiple disciplines, Hansen's writing is a gift, and a roadmap to every relevant scholarly debate. This is an indispensable book by an irreplaceable author. We shall miss her." --Susan Buck-Morss, author of "The Dialectics of Seeing: Walter Benjamin and the Arcades Project" "Miriam Hansen's study is the first comprehensive reconstruction of the complex theoretical frames in which Adorno, Benjamin, and Kracauer set their philosophical thoughts on film and cinema. Hansen's profound knowledge of the complete works of these influential thinkers allows her to relate questions of film and cinema aesthetics to the core thoughts of the Critical Theory of the Frankfurt School in manifold and sometimes surprisingly new ways. This study will establish a new look at the Frankfurt School as well as on film theory in general." --Gertrud Koch, author of "Siegfried Kracauer: An Introduction" "In her posthumous book, Miriam Hansen offers novel readings, both subtle and robust, of Kracauer, Benjamin, and Adorno's reflections on cinema as experience, weaving often disconnected threads into a tapestry of common concepts and concerns that highlights closeness and distance between these writers in unexpected ways. What emerges is yet another Frankfurt School: Critical Theory as media aesthetics and theory of experience. The triangulation of Adorno and Benjamin with Kracauer permits her to think beyond the annoyingly persistent accounts pitting the Eurocentric mandarin against the progressive film and media theorist. The inspirational role of Kracauer for Benjamin is finally acknowledged and Kracauer is freed from the misunderstanding of his work on photography and film as a naive realism. And who but Miriam Hansen would have been able to link Benjamin's notion of aura--explicated in a much broadened discursive and political context--to Adorno's aesthetic of natural beauty? Thinking with Adorno beyond Adorno in modernist aesthetics, with Benjamin beyond Benjamin in media theory, with Kracauer beyond Kracauer on mass culture, she keeps the legacy of Critical Theory alive for an analysis of human experience and cultural practice in our age of digital media." --Andreas Huyssen, Columbia Unive