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EXQ: a multiple‐item scale for assessing service experience
16 references·16 citing·37 second hopsampled
EXQ: a multiple‐item scale for assessing service experience (2012)EXQ: a multiple‐item scale for assessing …Co-creation experiences: The next practice in value creation (2004)Co-creation experiences: The …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Basics of Qualitative Research (1992)Basics of Qualitative ResearchDevelopment of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Development of an Instrument …Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of…Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Attitude-behavior relations: A theoretical analysis and review of empirical research. (1977)Attitude-behavior relations: …An approach to environmental psychology (1974)An approach to environmental …The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)The Discovery of Grounded The…The General Theory of Employment, Interest and Money. (1936)The General Theory of Employm…Linking servicescape and experiencescape: creating a collective focus for the service industry (2022)Linking servicescape and expe…Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments (2022)Customer Experience: Conceptu…Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value Co-creation (2021)Impact of customer experience…Measuring customer experience quality: The EXQ scale revisited (2020)Measuring customer experience…Relationship quality determinants and outcomes in retail banking services: The role of customer experience (2019)Relationship quality determin…Measuring customer experience in service: A systematic review (2019)Measuring customer experience…Examining the key dimensions of customer experience quality in the hotel industry (2019)Examining the key dimensions …Customer experience – a review and research agenda (2017)Customer experience – a revie…The Behavioral Consequences of Tourist Experience (2016)The Behavioral Consequences o…Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks (2016)Make it delightful: Customers…Interactive brand experience pathways to customer-brand engagement and value co-creation (2016)Interactive brand experience …Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars (2016)Dimensions and outcomes of ex…A critical review of research on customer experience management (2016)A critical review of research…Cultural tourism in Istanbul: The mediation effect of tourist experience and satisfaction on the relationship between involvement and recommendation intention (2015)Cultural tourism in Istanbul:…An Integrated Model of Service Experience, Emotions, Satisfaction, and Price Acceptance: An Empirical Analysis in the Chinese Hospitality Industry (2015)An Integrated Model of Servic…The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT) (2013)The case of Amazon.com: towar…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)An Inventory for Measuring Depression (1961)Manual for the State-Trait Anxiety Inventory (1970)Stress, social support, and the buffering hypothesis. (1985)Behavioral inhibition, behavioral activation, and affective responses to impending reward and punishment: The BIS/BAS Scales. (1994)Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. (2003)The benefits of being present: Mindfulness and its role in psychological well-being. (2003)Does the Stock Market Overreact? (1985)Introduction: epistemic communities and international policy coordination (1992)Postwar U.S. Business Cycles: An Empirical Investigation (1997)How Many Interviews Are Enough? (2005)Theory Building From Cases: Opportunities And Challenges (2007)Seeking Qualitative Rigor in Inductive Research (2012)Strategies for Theorizing from Process Data (1999)A General Inductive Approach for Analyzing Qualitative Evaluation Data (2006)Theory Construction in Qualitative Research (2012)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)Взаимосвязь статуса занятости и пола с уровнем психологического благополучия (2026)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1968The Discovery of Grounded Theory: Strategies for Qualitative Research.46,361 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.32,408 cited
  • 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.31,356 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1992Basics of Qualitative Research17,850 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1936The General Theory of Employment, Interest and Money.14,486 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1991Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation9,145 cited
  • 1977Attitude-behavior relations: A theoretical analysis and review of empirical research.

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7,609 cited
  • 1974An approach to environmental psychology7,295 cited
  • 2004Co-creation experiences: The next practice in value creation6,502 cited
  • Cited by

    • 2017Customer experience – a review and research agenda377 cited
    • 2016Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks363 cited
    • 2015Cultural tourism in Istanbul: The mediation effect of tourist experience and satisfaction on the relationship between involvement and recommendation intention260 cited
    • 2015An Integrated Model of Service Experience, Emotions, Satisfaction, and Price Acceptance: An Empirical Analysis in the Chinese Hospitality Industry239 cited
    • 2013The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)239 cited
    • 2021Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value Co-creation227 cited
    • 2016A critical review of research on customer experience management219 cited
    • 2016Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars190 cited
    • 2022Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments187 cited
    • 2016Interactive brand experience pathways to customer-brand engagement and value co-creation186 cited
    • 2020Measuring customer experience quality: The EXQ scale revisited151 cited
    • 2019Measuring customer experience in service: A systematic review148 cited
    • 2019Relationship quality determinants and outcomes in retail banking services: The role of customer experience143 cited
    • 2019Examining the key dimensions of customer experience quality in the hotel industry142 cited
    • 2016The Behavioral Consequences of Tourist Experience135 cited
    • 2022Linking servicescape and experiencescape: creating a collective focus for the service industry126 cited