Experience marketing: An empirical investigation
Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the...
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| Format: | Journal Article |
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2011
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| Online Access: | http://hdl.handle.net/20.500.11937/53357 |
| _version_ | 1848759124410499072 |
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| author | Rageh, Ahmed |
| author_facet | Rageh, Ahmed |
| author_sort | Rageh, Ahmed |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the antecedents and consequences of customer experience from customer perspectives. The study provides a conceptual framework building from a qualitative study and the existing literature. This article includes a formal test of the framework using a large-scale survey to examine the experience of British customers with resort hotel brands. The results show that price perception, core services, and word of mouth have a direct impact on how customers interpret their experiences with resort hotel brands; perceived service quality plays a mediatory role in the relationship between servicescape, core service, and customer experience. Measuring the validation strength of customer experience upon brand loyalty by best fit in combination with cross-sample predictive validity models is a valuable contribution of this study. |
| first_indexed | 2025-11-14T09:54:54Z |
| format | Journal Article |
| id | curtin-20.500.11937-53357 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:54:54Z |
| publishDate | 2011 |
| publisher | - |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-533572017-10-06T07:17:51Z Experience marketing: An empirical investigation Rageh, Ahmed Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the antecedents and consequences of customer experience from customer perspectives. The study provides a conceptual framework building from a qualitative study and the existing literature. This article includes a formal test of the framework using a large-scale survey to examine the experience of British customers with resort hotel brands. The results show that price perception, core services, and word of mouth have a direct impact on how customers interpret their experiences with resort hotel brands; perceived service quality plays a mediatory role in the relationship between servicescape, core service, and customer experience. Measuring the validation strength of customer experience upon brand loyalty by best fit in combination with cross-sample predictive validity models is a valuable contribution of this study. 2011 Journal Article http://hdl.handle.net/20.500.11937/53357 10.1080/15332667.2011.599703 - restricted |
| spellingShingle | Rageh, Ahmed Experience marketing: An empirical investigation |
| title | Experience marketing: An empirical investigation |
| title_full | Experience marketing: An empirical investigation |
| title_fullStr | Experience marketing: An empirical investigation |
| title_full_unstemmed | Experience marketing: An empirical investigation |
| title_short | Experience marketing: An empirical investigation |
| title_sort | experience marketing: an empirical investigation |
| url | http://hdl.handle.net/20.500.11937/53357 |