1. This editorial aims to show shortly how the experiential logic can be
used to renew the most known marketing perspectives, by directing them
towards new management approaches which, starting from the customer
experience, can find new ways to create, communicate, and deliver value.
We want to reflect about a new vision of marketing, starting from the
traditional goods logic, discussing services marketing contributions, and
ending with the experiential and experience marketing theories. We discuss
the differences between experiential and experience marketing approaches,
in order to go towards a new common vision: the “marketing-driven
experience logic”.
The studies on the evolution of the marketing concept traditionally
emphasize how it has been evolving over time, in parallel with the change
in companies’ managerial perspectives. The concept of marketing has
switched from a production and product orientation (in the 50s and 60s), to
a sales orientation (in the 70s), and recently, to market and customer
orientations, until it assumed a holistic relational approach, involving all
the company stakeholders (Gummesson, 1999).
In a world where intangible factors and services are pervasive, the
Service Marketing literature (Vargo and Lush, 2004; Vargo and Akaka,
2009; Grönroos and Gummerus, 2014) points out, in particular, the need to
go beyond the classic mental models and managerial marketing approaches
guided by the goods logic in order to take into account the differences in
the customer approach imposed by the particular characteristics of the
service economy, such as simultaneity between production and
consumption, intangibility, heterogeneity, and perishability of product, no
stocks, no proprietary portability of pension benefits and customer
participation in service management processes. The emerging and very
Marketing in an experiential perspective:
Toward the “Experience Logic”
Tonino Pencarelli
Mercati & Competitività (ISSN 1826-7386, eISSN 1972-4861), 2017, 2
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