Towards a better measure of customer experience
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Citations
Exploring the role of the online customer experience in firms' multi-channel strategy: an empirical analysis of the retail banking services sector
Crafting the customer experience in omnichannel contexts: The role of channel integration
Customer experience and commitment in retailing: Does customer age matter?
Interested in eating and drinking? How food affects travel satisfaction and the overall holiday experience
Measuring customer experience quality: The EXQ scale revisited
References
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Multivariate Data Analysis
Multivariate Data Analysis
Estimating Nonresponse Bias in Mail Surveys
The behavioral consequences of service quality
Related Papers (5)
How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer
Understanding Customer Experience Throughout the Customer Journey
Frequently Asked Questions (11)
Q2. What are the future works mentioned in the paper "Towards a better measure of customer experience" ?
Limitations and directions for future research Scholars suggest that customer experience affects business performance, and future research should determine how customer experience explains and influences important marketing outcomes such as market share, share of wallet and ultimately profitability.
Q3. Why is customer experience a growing priority for market research?
Defining and improving customer experience is a growing priority for market research because experience is replacing quality as the competitive battleground for marketing.
Q4. What can be used to determine which strategies and practices will have the positive influence on customers’?
EXQ can be used by managers to determine which strategies and practices will have the most positive influence on customers’ perceptions and behaviour.
Q5. What are the main objectives of this paper?
This paper focuses on the impact of customer experience on important marketing outcomes, namely customer satisfaction, loyalty and word-of-mouth behaviour.
Q6. What are the main reasons why the study advocates customer experience?
customer experience measures (e.g. EXQ) should be considered alongside more traditional means of assessing strategy - customer satisfaction and Net Promotor Score - as they may be better and more direct predictors of consumer behaviour.
Q7. What is the definition of service quality?
Service quality, the authors argue, is an outgrowth of the Total Quality Management movement of the 1980s and suffers from that movement’s focus on the provider rather than the value derived by customers.
Q8. What are the structural parameters for the customer experience?
Examination of the structural parameters indicates that product experience, outcome focus, momentsof-truth and peace-of-mind have a significant and positive impact on customer satisfaction, loyalty and word-of-mouth behaviour.
Q9. What were the dimensions of the EXQ scale used in the CFAs?
In addition, the authors conducted second-order CFAs in which the dimensions of EXQ (e.g. peace-of-mind) were specified as reflective indicators of a second-order overall customer experience (EXQ) construct.
Q10. Why did the authors choose the latter service?
The latter service was chosen to ensure further cross-validation (Cronin et al. 2000), so that samples varied on the degree to which the service could be characterised as hedonic (lifestyle luxury goods) versus utilitarian (fuel and service station).
Q11. What is the effect of customer experience on word-of-mouth behaviour?
Customer experience also displays a positive and considerable influence on word-of-mouth behaviour (0.63), supporting Hypothesis 3.