...SeungHyun Kim; JaeMin Cha; Bonnie J. Knutson; Jeffrey A. Beck Purpose The primary purpose of this paper is to develop a parsimonious Consumer Experience Index (CEI) and then identify and validate the dimensionality of the experience concept. Design/methodology/approach The study employed...

...Jonas Holmqvist Purpose The importance of the mutual interaction between consumers and the company in service encounters is widely recognised, but researchers have usually presumed that both parties are able to interact with each other. That is not always the case. If they do not share a common...

...Hans Kasper; Josée Bloemer; Paul H. Driessen Purpose The purpose of this paper is to provide insight into how consumers cope with confusion caused by overload in information and/or choice. The paper investigates whether consumers who face different degrees of confusion use different coping...

... review three propositions were set up. A web‐based survey was conducted with two prospective consumer groups for home delivery providers: time‐starved consumers and consumers with internet affinity. A structural equation modeling analysis was applied in addition to uni‐ and bivariate analysis...

... are viewed against a backdrop of rising consumer expectations and increased competition, it is imperative that the organisations providing ICT‐driven services develop some means of assessing organisational performance from the customers’ perspective (O'Neill et al., 2001). In fact how to use...

...Martin O’Neill; Adrian Palmer The SERVQUAL methodology has been challenged on a number of grounds, including the failure of many researchers to replicate the original SERVQUAL factor structure, and the unrealistic notion that consumers can form expectations about a service when they have little...

... in consumers’ perceptions at the time that the next re‐purchase decision is made, rather than the period immediately following consumption. Reports empirical evidence on a number of studies from the hospitality, tourism and higher education sectors in Western Australia. States that results to date cast doubt...