Customer Experience is a construct in service quality research that denotes the holistic perception formed by customers as a result of their interactions with a service provider across multiple touchpoints, distinguished from related constructs by its focus on the subjective, cognitive, and affective responses elicited throughout the entire service journey.
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Measuring Service Quality: A Reexamination and Extension
J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations
Measuring Service Quality: A Reexamination and Extension
J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 4.9K citations
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Karlstad University
Karlstad, Sweden
32 h-index
79 publications
11.3K citations
Hong Kong Polytechnic University
Hong Kong, Hong Kong
25 h-index
54 publications
5.4K citations
Hanken School of Economics
Helsinki, Finland
25 h-index
52 publications
7.8K citations
Griffith University
Brisbane, Australia
24 h-index
56 publications
6.1K citations
The University of Queensland
Brisbane, Australia
21 h-index
29 publications
4.9K citations
Cornell University
Ithaca, United States
19 h-index
29 publications
3.3K citations
Michigan State University
East Lansing, United States
17 h-index
30 publications
4.3K citations
University of Surrey
Guildford, United Kingdom
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19 publications
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- Journal of Services Marketing
112 publications · 12.5K citations
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- Journal of Retailing and Consumer Services
73 publications · 7.5K citations
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- Journal of Service Research
JSR · 53 publications · 13.9K citations
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- Journal of service management
63 publications · 8K citations
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- Managing Service Quality
MSQ · 56 publications · 5.6K citations
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