Customer Experiences Affect Customer Loyalty

Name: Customer Experiences Affect Customer Loyalty
Brand: Anchor Academic Publishing
SKU: 9783954891184
Price: 888 CZK
Availability: InStock

An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling

Autor: Daniel Gurski

Jazyk:

Vazba: Brožovaná

Vydavatel: Anchor Academic Publishing

Dostupnost: Skladem u dodavatele

Odesíláme za 5-8 dnů

888 Kč

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

Informace o knize

Autor

Daniel Gurski

Jazyk

Angličtina

Vazba

Kniha - Brožovaná

Vydáno

2013

Stránek

EAN

9783954891184

ISBN

3954891182

Enbook ID

02064280

Vydavatel

Anchor Academic Publishing

Hmotnost

Rozměry

148 x 210 x 5

Kompletní 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.

Mohlo by vás zajímat

Zákaznicí kteří koupili tuto knihu koupili také

Nejčastěji hledané

Categories

Authors

Publishers

Produkty

Produkty

Nejčastěji hledané

Categories

Authors

Publishers

Produkty

Produkty

Customer Experiences Affect Customer Loyalty

An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling

Informace o knize

Kompletní popis

Mohlo by vás zajímat

Zákaznicí kteří koupili tuto knihu koupili také