SATISFACTION, LOYALTY, AND THE FUTURE OF PAST EXPERIENCE
LARS LASMUSSEN WAS standing onstage showing the new software that he and his team had been developing in Sydney, Australia, for the past two years. The Danish-born PhD was no stranger to the audience of software developers. This was the man who back in 2003 cofounded a company called Where 2 Technologies, which was acquired shortly after by Google to create Google Maps.1 With the success of Google Maps under his belt, Rasmussen was now showing his new program, and was occasionally interrupted by applause from the crowd. Rasmussen was now working for Google, which was going to launch the new software in a few months. And since Google enjoyed tremendous goodwill from millions around the ...
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