A conceptual model of customer experience quality

Fred Lemke, Hugh Wilson, Moira Clark

Research output: Contribution to conferenceAbstract

Abstract

This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer’s subjective response to the holistic direct and indirect encounter with the firm, and customer experience quality as its perceived excellence or superiority. Using the repertory grid technique in 40 interviews in B2B and B2C contexts, the authors find that customer experience quality is judged with respect to its contribution to value-in-use, and hence propose that value-in-use mediates between experience quality and relationship outcomes.
Experience quality includes evaluations not just of the firm’s products and services but also of peer-to-peer and complementary supplier encounters. In assessing experience quality in B2B contexts, customers place a greater
emphasis on firm practices that focus on understanding and delivering value-in-use than is generally the case in B2C contexts. Implications for practitioners’ customer insight processes and future research directions are suggested.

Conference

Conference18th Annual Frontiers in Service Conference
CountryUnited States
CityHonolulu, Hawaii
Period29/10/091/11/09

Fingerprint

Conceptual model
Customer experience
Net present value
Quality evaluation
Excellence
Customer relationship
Repertory grid technique
Research directions
Suppliers
Peer to peer

Keywords

  • customer experience
  • value in use
  • relationship marketing

Cite this

Lemke, F., Wilson, H., & Clark, M. (2009). A conceptual model of customer experience quality. Abstract from 18th Annual Frontiers in Service Conference, Honolulu, Hawaii, United States.
Lemke, Fred ; Wilson, Hugh ; Clark, Moira. / A conceptual model of customer experience quality. Abstract from 18th Annual Frontiers in Service Conference, Honolulu, Hawaii, United States.
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Lemke, F, Wilson, H & Clark, M 2009, 'A conceptual model of customer experience quality' 18th Annual Frontiers in Service Conference, Honolulu, Hawaii, United States, 29/10/09 - 1/11/09, .

A conceptual model of customer experience quality. / Lemke, Fred; Wilson, Hugh; Clark, Moira.

2009. Abstract from 18th Annual Frontiers in Service Conference, Honolulu, Hawaii, United States.

Research output: Contribution to conferenceAbstract

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AU - Clark, Moira

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KW - value in use

KW - relationship marketing

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Lemke F, Wilson H, Clark M. A conceptual model of customer experience quality. 2009. Abstract from 18th Annual Frontiers in Service Conference, Honolulu, Hawaii, United States.