Erlebniskauf. Konsum als Erlebnis, Business als Bühne, Arbeit als Theater.

The analogy makes the concept of customer experience more vivid, but I'm curious whether this was based on personal experience or research. How did this perspective develop?

The book suggests that experiences can be a key differentiator, but I'm wondering if this is practical for small businesses or only larger corporations.

If work is like theater, does that mean employees become performers? I'm interested in whether this perspective affects workplace culture.