EXQ: a multiple‐item scale for assessing service experience

Abstract

Purpose The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple‐item scale for measuring customers' service experience (EXQ). Design/methodology/approach The authors present exploratory research developing a conceptualization of service experience based on a two‐stage approach: initial item generation through qualitative research, initial purification of these findings through exploratory factor analysis, and validation through the use of confirmatory factor analysis and structural equation modeling. Findings The paper conceptualizes and validates the concept of customer/service experience. In total, 19 items in four dimensions of the EXQ scale were identified: product experience, outcome focus, moments‐of‐truth and peace‐of‐mind. These dimensions reflect service experience perceptions. The findings support the conclusion that the service experience has a significant impact on customer satisfaction, loyalty and word‐of‐mouth intentions. The scale demonstrates good psychometric properties based on the variety of reliability and validity tests utilized and builds upon extant research. Practical implications The research provides managers with the dimensions of service experience that influence purchase behavior and provides researchers with a sought‐after conceptualization of service experience. Originality/value The authors believe that this is the first empirically founded conceptualization and measurement of the service/customer experience.

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