Kontakt
Wie einkaufen
Versand
Kaufberater
Customer Experiences Affect Customer Loyalty
An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling
Englisch
160 b
30 Tage für die Rückgabe der Ware
Kunden kauften auch
/
Broschur
12.00
€
/
Broschur
16.70
€
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.
Informationen zum Buch
Englisch
Verschenken Sie dieses Buch noch heute
Es ist ganz einfach
1 Legen Sie das Buch in Ihren Warenkorb und wählen Sie den Versand als Geschenk 2 Wir schicken Ihnen umgehend einen Gutschein 3 Das Buch wird an die Adresse des beschenkten Empfängers geliefertDas könnte Sie auch interessieren
/
Broschur
7.59
€
/
Broschur
181.49
€
Hallo! Ich bin Libroamiko, dein Buchberater.
Wie kann ich dir helfen?