Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling - Softcover
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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.
Biografía del autor:
Daniel Gurski, born in 1988, graduated at Maastricht University as Master of Science in International Business with a focus on Strategic Marketing in 2013. He is fascinated by Customer-Centric Service Science and always strives to develop new business strategies that make customers more satisfied and companies more profitable. Daniel hereby tries to bridge the gap between strategy and operations by analyzing business processes from a customer perspective. He worked for global organizations in Germany, the Netherlands and Australia.
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- VerlagAnchor Academic Publishing
- Erscheinungsdatum2013
- ISBN 10 3954891182
- ISBN 13 9783954891184
- EinbandTapa blanda
- Anzahl der Seiten64
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Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling
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ISBN 10: 3954891182
ISBN 13: 9783954891184
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Buchbeschreibung Zustand: New. Bestandsnummer des Verkäufers ABLIING23Apr0316110173582
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Customer Experiences affect Customer Loyalty An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling
Verlag:
Anchor Academic Publishing
(2013)
ISBN 10: 3954891182
ISBN 13: 9783954891184
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Buchbeschreibung PAP. Zustand: New. New Book. Shipped from UK. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Bestandsnummer des Verkäufers L0-9783954891184
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Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling
Verlag:
Anchor Academic Publishing Aug 2013
(2013)
ISBN 10: 3954891182
ISBN 13: 9783954891184
Neu
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Buchbeschreibung Taschenbuch. Zustand: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -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. 64 pp. Englisch. Bestandsnummer des Verkäufers 9783954891184
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Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling
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Anchor Academic Publishing
(2013)
ISBN 10: 3954891182
ISBN 13: 9783954891184
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Buchbeschreibung Zustand: New. PRINT ON DEMAND Book; New; Fast Shipping from the UK. No. book. Bestandsnummer des Verkäufers ria9783954891184_lsuk
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Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling
Verlag:
Anchor Academic Publishing
(2013)
ISBN 10: 3954891182
ISBN 13: 9783954891184
Neu
Taschenbuch
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Buchbeschreibung Taschenbuch. Zustand: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - 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. Bestandsnummer des Verkäufers 9783954891184
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Customer Experiences affect Customer Loyalty An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling
Verlag:
Anchor Academic Publishing
(2013)
ISBN 10: 3954891182
ISBN 13: 9783954891184
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Buchbeschreibung PAP. Zustand: New. New Book. Delivered from our UK warehouse in 4 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Bestandsnummer des Verkäufers L0-9783954891184
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Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling
Verlag:
Anchor Academic Publishing
(2013)
ISBN 10: 3954891182
ISBN 13: 9783954891184
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Softcover
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Buchbeschreibung Zustand: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. 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 qual. Bestandsnummer des Verkäufers 5727113
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