Please use this identifier to cite or link to this item:
http://bura.brunel.ac.uk/handle/2438/4270
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Ismail, AR | - |
dc.contributor.author | Melewar, TC | - |
dc.date.accessioned | 2010-04-29T13:07:49Z | - |
dc.date.available | 2010-04-29T13:07:49Z | - |
dc.date.issued | 2008 | - |
dc.identifier.citation | Proceedings of the 13th International Conference on Corporate and Marketing Communications, Ljubljana, Slovenia, 24-26 April 2008. pp. 351-362 | en |
dc.identifier.isbn | 978-961-235-322-3 | - |
dc.identifier.uri | http://bura.brunel.ac.uk/handle/2438/4270 | - |
dc.description.abstract | 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 of British customers to examine their experience with resort-hotel brands. The results show 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 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. | en |
dc.language.iso | en | en |
dc.publisher | CMC2008 | en |
dc.subject | Customer experience | en |
dc.subject | Servicescape | en |
dc.subject | Brand loyalty | en |
dc.subject | Experiential brands | en |
dc.title | The role of customer experience in building brand loyalty within the service context | en |
dc.type | Conference Paper | en |
Appears in Collections: | Marketing Brunel Business School Research Papers |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
consumer experience.pdf | 540.59 kB | Adobe PDF | View/Open |
Items in BURA are protected by copyright, with all rights reserved, unless otherwise indicated.