NDLI: Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

Content Provider	Springer Nature Link
Author	Lemke, Fred Clark, Moira Wilson, Hugh
Copyright Year	2010
Abstract	This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer’s subjective response to the holistic direct and indirect encounter with the firm, and customer experience quality as its perceived excellence or superiority. Using the repertory grid technique in 40 interviews in B2B and B2C contexts, the authors find that customer experience quality is judged with respect to its contribution to value-in-use, and hence propose that value-in-use mediates between experience quality and relationship outcomes. Experience quality includes evaluations not just of the firm’s products and services but also of peer-to-peer and complementary supplier encounters. In assessing experience quality in B2B contexts, customers place a greater emphasis on firm practices that focus on understanding and delivering value-in-use than is generally the case in B2C contexts. Implications for practitioners’ customer insight processes and future research directions are suggested.
Starting Page	846
Ending Page	869
Page Count	24
File Format	PDF
ISSN	00920703
Journal	Journal of the Academy of Marketing Science
Volume Number	39
Issue Number	6
e-ISSN	15527824
Language	English
Publisher	Springer US
Publisher Date	2010-09-07
Publisher Institution	Academy of Marketing Science
Publisher Place	Boston
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Customer experience Repertory grid Service quality Service-dominant logic Marketing Business/Management Science Social Sciences
Content Type	Text
Resource Type	Article
Subject	Business and International Management Economics and Econometrics Marketing

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