Conceptualizing and measuring experience quality: the customer's perspective

Ting-Yueh Chang and Shun-Ching Horng

The Service Industries Journal, 2008, vol. 30, issue 14, 2401-2419

Abstract: Today many customers, managers, and scholars have become aware of the importance of experiences, which are characterized as satisfying customers' psychic or personal needs. For customers, they care more about the experiences that are provided by stores, and they are willing to pay for them. As for managers, attractive experiences are the products they have taken great efforts to create, manage, and sell. For academic researchers, experiences are considered as distinct economic offerings that are different from goods and services. These scholars believe that the focus of the economy has been transferred to experience (O'Sullivan, E.L., & Spangler, K.J. (1998). Experience marketing: Strategies for the new millennium . State College, PA: Venture Publishing), and that experience industries are on the rise (O'Sullivan, E.L., & Spangler, K.J. (1998). Experience marketing: Strategies for the new millennium . State College, PA: Venture Publishing; Pine, B.J., & Gilmore, J.H. (1998). Welcome to the experience economy. Harvard Business Review (July--August), 97--105; Pine, B.J., & Gilmore, J.H. (1999). The experience economy: Work is theatre & every business a stage . Boston: Harvard Business School Press; Schmitt, B.H. (1999). Experiential marketing: How to get customer to sense, feel, think, act, relate to your company and brands . New York: The Free Press). Although experiences have moved to the centre of customers' consumption activities and have become crucial for business success, very few studies have investigated the customers' perceptions of experience quality. In this research, we have conceptually defined experience quality as the customers' emotional judgment about an entire experience with an elaborately designed service setting. We have undertaken multiple phases in conceptualizing and measuring the concept of experience quality.

Date: 2008
References: View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060802629919 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:30:y:2008:i:14:p:2401-2419

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060802629919

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().