New Books In Economics

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ de