The role of customer experience in building brand loyalty within the service context

Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the antecedents and consequences of customer experience from customer perspectives. The study provides a conceptual framework building from a qualitative study and the existing literature. This article includes a formal test of the framework using a large-scale survey of British customers to examine their experience with resort-hotel brands. The results show price perception, core services, and word-of-mouth have a direct impact on how customers interpret their experiences with resort-hotel brands; perceived service quality plays a mediatory role in the relationship between servicescape, core service, and customer experience. Measuring validation strength of customer experience upon brand loyalty by best fit in combination with cross-sample predictive validity models is a valuable contribution of this study

A structural model to examine the antecedents and consequences of customer with experiential brands

Despite the increasing attention towards customer experience, empirical research to explain this notion, its antecedents and its consequences is still limited. Hence, this research aims to develop a framework of customer experience based on a number of antecedents that influence customer experience in the service sector. This paper presents the first part of the study which includes the review of literature, the application of netnography method to the development of customer experience construct, the development of the research measures and the hypotheses development for the structural model. The second part of the study, which is presented in another paper, provides the results of the empirical study and discusses the findings of the structural model

A netnography study on branded customer experience: Evidence from the red sea

This study addresses the question of what are the underlying dimensions and messages to self and others that constitute the construct of customer experience. The study uses a netnography method to validate or refute and extend a priori concepts that the literature identifies within the context of resort-hotel brands in a Sharm El Sheikh resort in Egypt. The results identify eight dimensions (comfort, educational, hedonic, novelty, recognition, relational, safety and sense of beauty) and unique configurations of these eight dimensions that extend prior research on customer experience

A netnography study to uncover the underlying dimensions of customer experience with resort brands

The interest in customer experience has increased at a phenomenal rate. However, research to capture the true meaning of the concept is limited. This study aims to address the question of what are the underlying dimensions that constitute the construct of customer experience. The netnography method is utilized to validate a priori concepts that have been identified in the literature within the context of resort-hotel brands in a Sharm El Sheikh resort in Egypt. The results identified eight dimensions; comfort, educational, hedonic, novelty, recognition, relational, safety and sense of beauty which are consistent with major studies on experience

Linking experience realms and experiential service brand loyalty: Determinants and outcomes for future operationalization

The concept of ‗Customer Experience‘ has evolved as an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept received during the last few years, the explanation of customer experiences have remained vague and lack a thorough theoretical foundation. This paper aims to address the gap in the literature and to facilitate better understanding of the concept of customer experience and its antecedents and consequences from the consumer perspective. The paper examines the impact of customer experience on brand loyalty via a comprehensive review of existing literature on the concept of customer experience and service brand literatures. Additionally, twelve hypotheses, which describe and explain the antecedents of customer experience and impacts upon brand loyalty within the service sector, are presented. The outcome of this paper adds novel perspective to the growing body of brand literature, particularly service brand and suggests directions for future research

Applying marketing’s new dominant logic for interpreting customer experiences with brands

The concept of customer experience is evolving to an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept is receiving in the literature, the explanation of customer experiences remains vague and a thorough theoretical foundation is lacking. This paper addresses the gap in the literature and to facilitate a brand-management understanding of the concept of customer experience and its antecedents and consequences. The paper examines the impact of customer experience on brand loyalty via a comprehensive review of existing literature on the concept of customer experience and service brand literatures. Additionally, twelve propositions describe and explain the antecedents of customer experience and impacts upon brand loyalty within a service-centered marketing logic. This paper contributes a novel customer-brand experience perspective and conceptual tools relevant for further theory development and for effectively managing customer-brand relationships

A review on 3-D magnetic property testing system for measuring rotational core loss of soft magnetic materials

© 2015 IEEE. In today's world, the development of electromagnetic devices require the magnetic cores to be operated at higher frequency. Soft magnetic composite (SMC) materials are suitable for these applications because of their properties like high electrical resistivity which leads to the low eddy current loss, and 3-D magnetic isotropy which provides great design flexibility of various electromagnetic devices. On top of that, the prediction of core losses is very important in obtaining the optimum design of the electrical machines which is always aiming for high efficiency. This paper reviews the development of 3-D magnetic property testing system or 3-D tester in studying the rotational core loss of SMC materials based on the previous researches in the last decade

ent-Clerodane Diterpenes from the Bark of Croton oligandrus Pierre ex. Hutch. and Assessment of their Cytotoxicity Against Human Cancer Cell Lines

New clerodane diterpenes, 12-epi-megalocarpodolide D (2) and an epimeric mixture of crotonolins A (3) and B (4), were isolated from the bark of Croton oligandrus following a bioassay-guided isolation protocol. Known compounds, megalocarpodolide D (1), 12-epi-crotocorylifuran (5), cluytyl-ferulate (6), hexacosanoyl- ferulate (7), vanillin (8), acetyl-aleuritolic acid (9) and lupeol (10), were also isolated. The structures of the isolated compounds (1-10) were elucidated by spectroscopic means. The cytotoxicity of compounds 1-10 was assessed against A549, MCF7, PC3 and PNT2 cell lines using the MTT assay. Compounds 1 and 2 showed moderate level of activity against both A549 and MCF7 cells with 1 being the most active with IC50 values of 63.8±13.8 and 136.2±22.7 µM against A549 and MCF7 cells, respectively. The epimeric mixture of 3 and 4 was moderately active against A549 and PC3 cells (IC50 = 128.6±31.0 and 111.2±2.9 µM, respectively)