Reconceptualisation of Customer Experience Quality (CXQ) Measurement Scale
| Autor: | Rosidah Musa, Mazzini Muda, Noreldzaihan Mohd Rais |
|---|---|
| Rok vydání: | 2016 |
| Předmět: |
Customer delight
Customer retention Voice of the customer Knowledge management Peace of Mind business.industry Customer experience quality 05 social sciences General Engineering Energy Engineering and Power Technology Customer relationship management Pleasure Arousal Dominance Customer advocacy 0502 economics and business Customer reference program 050211 marketing Marketing business Customer intelligence Customer to customer 050203 business & management |
| Zdroj: | Procedia Economics and Finance. 37:299-303 |
| ISSN: | 2212-5671 |
| DOI: | 10.1016/s2212-5671(16)30128-9 |
| Popis: | Customer experience quality (CXQ) has gone forth as one of the emerging concepts among top management and becoming an uppermost-prioritized research stream in customer-orientation philosophy. Customer management strategy must focus on the efforts to create a unique, compelling and memorable customer experience because of its significant impact on business sustainability and prosperity. Therefore, it is imperative for business firms to unlock the core dimensions of CXQ that lead to great and wonderful experience to their customers. However, there is still limited empirical evidence that address this question: How to conceptualise and operationalise CXQ? The primary purpose of this paper is to revisit the existing literature on customer experience and consequently refine and conceptualise CXQ in the context of automotive industry. The proposed CXQ scale is adopted from Mehrabian and Russell's Pleasure-Arousal-Dominant (PAD) Theory. Evidently, through rigorous literature search, it is plausible to incorporate a new dimension, Peace of Mind (PoM) in PAD theory, which will be proposed and known as PADPoM. The research findings could be deployed as a guideline to formulate impactful customer experience management strategy. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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