Experience Marketing: An Empirical Investigation

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dc.AffiliationOctober University for modern sciences and Arts (MSA)
dc.contributor.authorRageh Ismail, Ahmed
dc.date.accessioned2020-01-18T10:17:02Z
dc.date.available2020-01-18T10:17:02Z
dc.date.issued2011
dc.descriptionMSA Google Scholaren_US
dc.description.abstractCustomer 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 studyen_US
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dc.identifier.doihttps://doi.org/10.1080/15332667.2011.599703
dc.identifier.issn1533-2667 print
dc.identifier.issn1533-2675 online
dc.identifier.otherhttps://doi.org/10.1080/15332667.2011.599703
dc.identifier.urihttps://t.ly/5M8ZV
dc.language.isoenen_US
dc.publisherTaylor & Francis Groupen_US
dc.relation.ispartofseriesJournal of Relationship Marketing,;10:167–201
dc.subjectbrand loyaltyen_US
dc.subjectcustomer experienceen_US
dc.subjectexperiential brandsen_US
dc.titleExperience Marketing: An Empirical Investigationen_US
dc.typeArticleen_US

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