CONSUMEREX – Consumer Experience Model. A multidimensional model of services evaluation. Application in the sport context

Leonor Lopes Borges Vacas de Carvalho (), João Miguel Botelho de Lemos Diogo () and Cesaltina Pires
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Leonor Lopes Borges Vacas de Carvalho: University of Évora, Department of Management, Portugal
João Miguel Botelho de Lemos Diogo: University of Évora, PhD Student and CEFAGE, Portugal

CEFAGE-UE Working Papers from University of Evora, CEFAGE-UE (Portugal)

Abstract: This paper proposes a new service evaluation model: Consumerex – Consumer Experience Model. The model integrates theoretical advances from the fields of service marketing and relationship marketing and uses a multidimensional approach to assess all constructs that typically are considered in the evaluation of a service: quality, satisfaction, perceived value, and loyalty. Moreover, the model includes new sub-dimensions such experiential quality and experiential satisfaction, which are expected to be particularly relevant in services where customers are co-producers. The application of the model in the context of sport marketing is suggested.

Pages: 21 pages
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:cfe:wpcefa:2015_12

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