Development and testing of the Consumer Experience Index (CEI)

By Seunghyun Kim, JaeMin Cha, B. Knutson, J. Beck. 2011

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Measuring customer experience in banks: scale development and validation (2014, background): “Therefore, firms in the twenty-first century have started paying attention from service-based to experience-based economy (Kim et al., 2011).”
Scale development: ten main limitations and recommendations to improve future research practices (2017, background): “Regarding step 1, item generation, our results show that, although several studies used exclusively deductive methods (e.g., Henderson-King and Henderson-King 2005; Kim et al. 2011), the majority (e.”
Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars (2016, methodology): “However, very few studies have investigated customers' perceptions of experience quality (Chang and Horng, 2010) or identified and measured its dimensions (Kim et al., 2011): so far, researchers have mainly studied perceived service quality and customer satisfaction (Olsson et al., 2012).”