In 2004; five years after the book The Experience Economy was published; Poulsson and Kale pointed out that there was a remarkably scant understanding of what actually constituted commercial experiences; and that a clear definition was seemingly nowhere to be found. With the only exception being the initial steps made by Poulsson and Kale themselves in 2004; the statement somewhat surprisingly seems to remain true.
Although the business world appears to be more eager then ever to provide commercial experiences to their customers; empirical research in the area can hardly progress in the absence of a better understanding; and a clear definition; of what constitutes a commercial experience.
The purpose of this paper is accordingly to elaborate and clarify the commercial experience concept from a customer perspective. The paper aims more specifically at elaborating; defining; and distinguishing the commercial experience concept.
Keywords: Experience economy; customer focus; commercial experience