Customer Experiences Affect Customer Loyalty

Name: Customer Experiences Affect Customer Loyalty
Brand: Anchor Academic Publishing
SKU: 9783954891184
Price: 38.94 EUR
Availability: InStock

An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling

Autor: Daniel Gurski

Jazyk:

Väzba: Brožovaná

Vydavateľ: Anchor Academic Publishing

Dostupnosť: Skladom u dodávateľa

Odosielame za 5-8 dní

38.94 €

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

Informácie o knihe

Autor

Daniel Gurski

Jazyk

Angličtina

Väzba

Kniha - Brožovaná

Vydalo

2013

Stránok

EAN

9783954891184

ISBN

3954891182

Enbook ID

02064280

Vydavateľ

Anchor Academic Publishing

Hmotnosť

Rozmery

148 x 210 x 5

Kompletný popis

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

Informácie o knihe

Kompletný popis

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Zákazníci, ktorí si kúpili túto knihu, kúpili tiež