Name: How Excellent Experiences Affect Customer Loyalty: The Effect of Customer Experience Quality and Product Quality on Perceived Value and Customer Loyalty Intentions (en Inglés)
SKU: 62590004
Price: 206859.00 COP
Availability: InStock
Author: Daniel Gurski
ISBN: 9783656416982

Formato

Libro Físico

Editorial

Grin Publishing

Autor

Daniel Gurski

Idioma

Inglés

N° páginas

Encuadernación

Tapa Blanda

ISBN13

9783656416982

How Excellent Experiences Affect Customer Loyalty: The Effect of Customer Experience Quality and Product Quality on Perceived Value and Customer Loyalty Intentions (en Inglés)

Daniel Gurski (Autor) · Grin Publishing · Tapa Blanda

Libro Nuevo Importado

Envío: 20 a 24 días háb.

$ 344.766$ 206.859

-40%

Costos de importación incluídos en el precio ✅

Libro Nuevo

Quedan 10 unidades

$ 206.859

¡Envío Gratis! Llega entre el 06 Oct y el 14 Oct a Bogota, Cundinamarca. Seleccionar ubicación

Agregar a lista de deseos

Reseña del libro "How Excellent Experiences Affect Customer Loyalty: The Effect of Customer Experience Quality and Product Quality on Perceived Value and Customer Loyalty Intentions (en Inglés)"

Master's Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, Maastricht University (School of Business and Economics), language: English, abstract: Abstract The thesis at hand 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 American coffee company Starbucks is used as exemplary case to validate the theory empirically. Product quality is found to be a separate, but related construct to customer experience quality. The author investigates the effect of customer experiences on customer loyalty and finds that customer experience quality indirectly affects customer loyalty intentions through perceived value. The relative importance of customer experience quality for perceived value and in succession customer loyalty intentions is found to be much higher than that of product quality. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value wheras it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience literature. The findings enable managers to stage customer experiences more effectively and more efficiently.