How Excellent Experiences affect Customer Loyalty | The Effect of Customer Experience Quality and Product Quality on Perceived Value and Customer Loyalty Intentions

Publisher

GRIN Verlag

Publication Date

2013

Language

English

ISBN 10

3656416982

ISBN 13

9783656416982

Binding

Taschenbuch

Condition

Neu

Dimensions

Weight

107 grams

Seller catalogs

B�cher

About this title

Synopsis

Master's Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, Maastricht University (School of Business and Economics), language: English, abstract: Abstract The thesis at hand 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 American coffee company Starbucks is used as exemplary case to validate the theory empirically. Product quality is found to be a separate, but related construct to customer experience quality. The author investigates the effect of customer experiences on customer loyalty and finds that customer experience quality indirectly affects customer loyalty intentions through perceived value. The relative importance of customer experience quality for perceived value and in succession customer loyalty intentions is found to be much higher than that of product quality. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value wheras it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience literature. The findings enable managers to stage customer experiences more effectively and more efficiently.

"About this title" may belong to another edition of this title.

Store Description

preigu betreibt einen Onlineversandhandel mit �ber 1 Mio. Produkten in verschiedenen Sortimenten. Das Kernsortiment besteht aus B�chern, Medien und Spielwaren. Ein gelungenes Einkaufserlebnis ist das Ziel einer jeden Bestellung bei preigu, denn der Kunde und seine Zufriedenheit stehen an erster Stelle. preigu setzt daher auf einen kompetenten Kundenservice, funktionierende Prozesse und schnelle Reaktion.

Visit Seller's Storefront

Seller's business information

preigu GmbH & Co. KG
Lengericher Landstra�e 19, Osnabr�ck, 49078, Germany

Sale & Shipping Terms

Terms of Sale

Standard Business Terms and customer information / data protection declaration / battery disposal

I. Standard business terms

� 1 Basic provisions

(1) The following terms and conditions of business apply for all contracts concluded with us as the supplier (preigu GmbH & Co. KG) via the websites AbeBooks and/or ZVAB. Unless otherwise agreed, the inclusion of your own terms and conditions is explicitly rejected.

(2) A ?consumer' in the sense of the following regulations is every natural person who ...

More Information

Shipping Terms

Shipping rates from Germany to U.S.A.

Shipping rates from Germany to U.S.A.
Order quantity	60 to 60 business days	60 to 60 business days
First item	US$ 80.74	US$ 80.74

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.