Exploring Customer Experiential Components and the Conceptual Framework of Customer Experience, Customer Satisfaction, and Actual Behavior

Abstract

This study explored the college student's on-campus foodservice experiential components and investigated the interrelationships among customer experience, customer satisfaction, and actual behavior. A sample of 566 respondents was collected at a large, public university in the southwestern United States. Findings showed respondent's customer experience positively influenced customer satisfaction and, subsequently, customer satisfaction positively influenced respondent's actual behavior. However, there was no direct effect of customer experience on actual behavior. The findings indicate that on-campus foodservice operators should pay additional attention to customer experience and customer satisfaction to increase customer visits. Limitations of the study and future research are also addressed.

The differential effect of cognitive and emotional elements of experience quality on the customer-service provider’s relationship

“…First, a number of studies examined the direct effect of CEQ on customer loyalty without taking into account the effect of other variables, which may mediate such a relationship (Fernandes and Cruz, 2016;Kim and Choi, 2016;Srivastava and Kaul, 2016;Jin et al, 2015;Kim and Choi, 2013;Ismail, 2011;Su, 2011). Second, some studies focused on assessing the effect of ECQ on cognitive customers' responses and excluded other salient responses such as emotions (Manthiou et al, 2016;Chen, 2015;Jin et al, 2015;Lin and Bennett, 2014;Choi et al, 2013). Third, some researchers focused exclusively on emotional customers' responses and ignored cognitive ones (e.g.…”

“…The first stream examined the effect of experience dimensions on different consumers' outcomes. These outcomes were: customer emotion (Ali et al, 2016a;Loureiro, and Roschk, 2014;Hosany and Witham, 2009); customer satisfaction (Ali et al, 2016b;Fernandes and Cruz, 2016;Grzeskowiak et al, 2016;Ren et al, 2016;Jin et al, 2015;Lin and Bennett, 2014;Choi et al, 2013;Hosany and Witham, 2009;Kao et al, 2008); cognitive values and emotional values Walls, 2013); memory (Hosany and Witham, 2009); advocacy (Fernandes and Cruz, 2016); perceived value (Chen, 2015;Jin et al, 2015;Yu and Fang, 2009); brand image Yang et al, 2015); intention to recommend (Cetin and Dincer, 2014;Hosany and Witham, 2009); consumer spend (Srivastava and Kaul, 2016); brand quality, brand awareness (Yang et al, 2015); customer delight (Ali et al, 2016b); brand loyalty (Fernandes and Cruz, 2016;Manthiou et al, 2016;Srivastava and Kaul, 2016;Jin, 2015;Cetin and Dincer, 2014;Choi et al, 2013; …”

Multi-Layered Model of E-Logistic

“…According to Hansemark and Albinson (2004) "satisfaction is the fulfillment of requirements, goals or desires and this can be reflected by the overall customer attitude towards e-commerce retailers, or an emotional interaction with respect of between what online customers expect and what they really obtain". Another definition of customer satisfaction is that it is considered to be the customer's overall assessment of the products or services after they acquire those (Choi, Wilson, & Fowler, 2013;Choi & Mai, 2018).…”

Recognizing the Factors Leading to a Transition in Cuisine Habits of Indians in Context of Indian College-Going Students

“…They have turned into a very important segment for all kinds of foodservice providers [1]. Being sophisticated and experienced in eating-out, their opinions stand on receiving quality products and services, even when it means paying some extra bucks for that [2], [3].…”

“…Further, the number of dining options open to the students has created the need to develop innovative marketing schemes and also to create better products and services [8]. Their success lies in their ability to meet with the demands of the youngsters by providing a popular dining experience which exceeds or at least meets their expectations, both in tangible and intangible form [9], [10]. But what exactly do the students want?…”