Towards a better measure of customer experience
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Citations
Examining the effect of logistics service quality on customer satisfaction and re-use intention
Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs
Promosi Harga, Kualitas Makanan, Citra Merek, Nilai Persepsi, Kualitas Pelayanan Yang Mempengaruhi Word Of Mouth Dan Niat Membeli Kembali Yang Di Mediasi Kepuasan Pelanggan Brand “Chatime” Umur 18-24 Tahun Di Bekasi
Courier Service Application: Courier Service Quality and Customer Loyalty Mediated by Customer Experience and Customer Satisfaction
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.