Conceptualizing and measuring experience quality: the customer's perspective

Chang, Ting-Yueh; Horng, Shun-Ching

doi:10.1080/02642060802629919

Cited by 214 publications

(154 citation statements)

References 28 publications

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“…Thus the experience of consumer is related with clients' needs and principles, because this is an individual phenomenon that occurs internally (CHAG;HORNG, 2010). Additionally is important to mention that external factors such as PULLMAN, 2012).…”

Section: Services -Concept and Experience In Servicesmentioning

confidence: 99%

The Future of Consumer Experience in a Science and Technology Park – Spaces to Interact

Maldaner

Fiorin

Simon

2018

RGD

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Section: Services -Concept and Experience In Servicesmentioning

confidence: 99%

The Future of Consumer Experience in a Science and Technology Park – Spaces to Interact

Maldaner

Fiorin

Simon

2018

RGD

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“…Emotional and sensory stimulation lie at the heart of experiences (see, e.g., Carù & Cova, 2003;Chang & Horng, 2010;Jensen, 1999;Mossberg, 2007;Pine & Gilmore, 1999), especially at music festivals. Festivals are also a space for individuals to perform an identity (Duffy, 2005) and enhance and make new social bonds (Matheson 2005).…”

Section: Experience Literaturementioning

confidence: 99%

The Role of Mobile Applications in the Consumer Experience at Music Festivals

Luxford¹,

Dickinson²

2015

Event Management

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The ubiquitous capability of smartphones and their rapid uptake among music festival attendees indicates the potential for mobile applications as a tool within this environment. As a result, many organizers are choosing to develop festival-specific apps designed to enhance the user experience. Based on a review of festival apps and focus groups with festival attendees, this article analyzes the role of mobile apps in relation to festival consumer experiential needs. Analysis indicates a need for more consumer-focused app interfaces that pay close attention to the event anticipation experience, scheduling capabilities before and during the festival, and personalization options to enhance “presence.” At a practical level, mobile charging facilities are vital at festivals to enable app use.

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“…Bu odaklanmanın bir sebebi, deneyimleme kalitesi kavramı ile ilgili, alanyazında sınırlı sayıda çalışma olması ve bu sebeple kavramın anlaşılmasında karşılaştırma metodundan yararlanılmasıdır (Chang ve Horng 2010: 2403.…”

Section: Deneyimleme Kalitesiunclassified

“…Deneyimleme kalitesi; müş-terilerin tüketim eylemine girdiklerinde ve hizmet çevresi, hizmet sağlayıcıları, diğer müşteriler, müş-terilerin arkadaşları ve diğer elemanlarla etkileşim kurdukları sırada yaşamış oldukları deneyimi duygusal olarak nasıl değerlendirdikleri şeklinde tanımlanabilmektedir (Chang ve Horng 2010: 2403 ve hizmet kalitesi kavramından çeşitli açılardan farklılık göstermektedir. Tablo 1'de bu farklılıklara yer verilmektedir.…”

Section: Deneyimleme Kalitesiunclassified

Deneyimleme Kalitesi, Algılanan Değer ve Memnuniyetin Müze Ziyaretçilerinin Tavsiye Etme Eğilimi Üzerindeki Etkisi

Altunel¹,

Günlü²

2015

ATAD

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GİRİŞYıllardır kitle turizminin önemli bir bölümü deniz, güneş, kum üçlüsüne dayalı tatil turizminden oluş-muştur. Bu konsept geçmiş yıllara oranla azalmakta ise de deniz, güneş, kum üçlüsü toplam dünya turizm hareketleri içinde halen en yüksek paya sahiptir. Ancak küreselleşmenin arttığı günümüzde doğaya, kültüre, hobiye dayalı özel ilgi turizmi hareketleri de giderek yaygınlaşmaktadır. Dolayısıy-la özel ilgi turizmi kapsamındaki kültür turizmine ve kültürel varlıkların çeşitliliğine yönelik talepler de hızla artmaktadır.Dünyada son dönemde kültüre ve kültür çeşitli-liğine yapılan vurgu tatil turizmine yönelik algının değişmesine neden olmuştur. Deniz, kum ve gü-neşten faydalanmak isteyen turistler aynı zamanda gittikleri destinasyonun tarihi ve kültürel değerleri hakkında bilgi edinip entelektüel birikimlerini geliştirmek istemektedirler. Amerikan turizm paza- ABSTRACTThis study focuses on experience quality of foreign tourists who visited museums and investigate the relationship between experience quality, perceived value, satisfaction and recommendation intentions. Setting a dynamic museum visitor behaviour model could increase the awareness of the museum managers, planners and the museum marketing supervisors to the behaviour of the museum visitors. The research was conducted with foreign tourists who visited to Topkapı Palace museum. The study was carried out with 588 foreign tourists. Convenience sampling which is a non-probability sampling method was used to select sampling units and as the first step of the data analysis process, socio-economic characteristics of sample was examined. Afterwards confirmatory factor analysis and path analysis were applied in the structural equation modelling framework. According to the research findings, positive effect of experience quality on satisfaction, perceived value and recommendation behaviour, positive effect of perceived value on satisfaction and positive effect of satisfaction on recommendation behaviour were determined.

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Conceptualizing and measuring experience quality: the customer's perspective

Cited by 214 publications

References 28 publications

The Future of Consumer Experience in a Science and Technology Park – Spaces to Interact

The Future of Consumer Experience in a Science and Technology Park – Spaces to Interact

The Role of Mobile Applications in the Consumer Experience at Music Festivals

Deneyimleme Kalitesi, Algılanan Değer ve Memnuniyetin Müze Ziyaretçilerinin Tavsiye Etme Eğilimi Üzerindeki Etkisi

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