Customer Experiences Affect Customer Loyalty

Name: Customer Experiences Affect Customer Loyalty
Brand: Anchor Academic Publishing
SKU: 9783954891184
Price: 14947 HUF
Availability: InStock

An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling

Szerző: Daniel Gurski

Nyelv:

Kötés: Puha kötésű

Kiadó: Anchor Academic Publishing

Elérhetőség: Beszállítói készleten

Küldés 5-8 napon belül

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

Információk a könyvről

Szerző

Daniel Gurski

Nyelv

Angol

Kötés

Könyv - Puha kötésű

Kiadva

2013

oldal

EAN

9783954891184

ISBN

3954891182

Enbook ID

02064280

Kiadó

Anchor Academic Publishing

Súly

Méretek

148 x 210 x 5

Teljes leírás

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

Információk a könyvről

Teljes leírás

Érdekelheti

Azok a vásárlók, akik ezt a könyvet megvásárolták, a következőket is megvásárolták