Customer Experiences Affect Customer Loyalty

Name: Customer Experiences Affect Customer Loyalty
Brand: Anchor Academic Publishing
SKU: 9783954891184
Price: 216.28 RON
Availability: InStock

An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling

Autor: Daniel Gurski

Limbă:

Legare: Carte broșată

Editura: Anchor Academic Publishing

Disponibilitate: În depozitul extern

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216.28 lei

The study at hand investigates customer experiences at the American coffee company Starbucks and dev...

Informații despre carte

Autor

Daniel Gurski

Limbă

engleză

Legare

Carte - Carte broșată

Publicat

2013

Pagini

EAN

9783954891184

ISBN

3954891182

Enbook ID

02064280

Editura

Anchor Academic Publishing

Greutate

Dimensiuni

148 x 210 x 5

Descriere completă

The study at hand investigates customer experiences at the American coffee company Starbucks and develops a new scale to measure customer experience quality on the basis of four dimensions: Service quality, atmosphere quality, flow quality and learning quality. The study reveals that product quality itself is a separate, but related construct to customer experience quality which alone is not sufficient to create customer loyalty. The effect of customer experience quality and product quality on customer loyalty intentions is found to be fully mediated by perceived value. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value whereas it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience management literature. The findings enable managers to stage customer experiences more effectively and more efficiently.

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Customer Experiences Affect Customer Loyalty

An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling

Informații despre carte

Descriere completă

S-ar putea să te intereseze

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