Conceptualizing and measuring experience quality: the customer's perspective

By Ting-Yueh Chang, Shun-Ching Horng. 2010

268 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/95de478989263ba0552ab3859c114d957460a29c

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. R. Ballantyne
2. Lova Rajaobelina
3. Jan Packer
4. Line Ricard

In Organizational Behavior and Human Resource Management

1. Isabelle Brun
2. Lova Rajaobelina
3. Bilitis Berthiaume
4. Jan Packer
5. Line Ricard

Citations in the corpus

• What Drives Experiential Loyalty Toward Smart Restaurants? The Case Study of KFC in Beijing (2018, unknown): “…loyalty in the context of smart restaurants using a conceptual model since those seven constructs have been widely used in the retailing context (Chang & Horng, 2010), festivals (Sohn et al., 2016), golf (Wu & Ai, 2016), medical tourism (Wu, Li, & Li, 2016c), theme parks (Kao et al., 2008; Wu…”
• Impact of customer experience on loyalty: a multichannel examination (2017, background): “For these authors, the focus in marketing has shifted, first from product to service and then from service to customer experience (Chang & Horng, 2010; Maklan & Klaus, 2011).”
• Conceptualizing the Visitor Experience: A Review of Literature and Development of a Multifaceted Model (2016, background): “It should be noted that the 10 facets included in Figure 2 are all presented in terms of positive or pleasant experiences, even though a number of negative responses are included in Appendix B (Chang & Horng, 2010; Csikszentmihalyi & Robinson, 1990; Lee, Datillo, & Figure .”
• The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “…et al. (2006), Cowley (2007), Gentile et al. (2007), Schouten et al. (2007), Nelson and Meyvis (2008), Brakus et al. (2009), Puccinelli et al. (2009), Chang and Horng (2010), Krishna et al. (2010), Svari et al. (2011), Achrol and Kotler (2012), Nguyen et al. (2012), Krishna (2012), Rose et al.…”
• Measuring customer experience in service: A systematic review (2019, background): “For Chang and Horng (2010), the service experience is composed of four key parts: the actors (people involved in the service), public (consumers), physical environment, and service performance.”