Identifying the Dimensions of the Experience Construct

Bonnie J. Knutson · Jeffrey A. Beck · Seung Hyun Kim · JaeMin Cha

141 citations0/0 files storedJournal of Hospitality & Leisure Marketing

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Customer Service Quality and Loyalty Digital Marketing and Social Media Consumer Retail Behavior Studies

Abstract

This article identifies the underlying dimensions of a consumer's experience. Data are collected through a Web-based survey using samples from three Internet distribution channels (n = 397). Exploratory factor analysis is employed. Scale-development procedures result in a seven-factor model consisting of Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust. Implications for management and future research are presented.

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References

1966The Scree Test For The Number Of Factors 1960The Application of Electronic Computers to Factor Analysis 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1990Delivering quality service: balancing customer perceptions and expectations 1995A step-by-step approach to using the SAS system for factor analysis and structural equation modeling 2001Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology.2012The Experience Economy 1994The Nature of Customer Value: An Axiology of Services in the Consumption Experience

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2008Identifying the Dimensions of the Guest's Hotel Experience 2011Development and testing of the Consumer Experience Index (CEI)2017Measuring the experience of hospitality: Scale development and validation 2012Identifying and ranking critical success factors of customer experience in banks 2019Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?

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