EXQ: A multiple-item scale for assessing service experience

Journal of Service Management

Volumn 23, Issue 1, 2012, Pages 5-33

  “Phil” Klaus, Philipp ^a   Maklan, Stan ^b  

^a ESCEM School of Business and Management   (France)

^b CRANFIELD UNIVERSITY   (United Kingdom)

Author keywords

Consumer behaviour; Customer experience; Customer experience quality; Customer loyalty; Customer satisfaction; Customer services quality; Pre purchase satisfaction; Repurchasing behaviour; Scale development; Service experience

Indexed keywords

EID: 84857764282     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564231211208952     Document Type: Article

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