Concepedia

Experience Quality Management

Experience Quality Management is a strategic framework within touchpoint management that systematically designs, monitors, and optimizes customer interactions across touchpoints to ensure consistent, high-quality experiential outcomes aligned with organizational objectives.

16

Publications

746

Citations

48

Authors

33

Institutions

Publications per year

2017–2026

9

Parents

Publications

16

Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars

Teresa Fernandes, Mariana Cruz · Journal of Retailing and Consumer Services · 2016 · 181 citations · Full text

, , +14

Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value

Ananda Sabil Hussein, Raditha Dwi Vata Hapsari, Ida Yulianti · Journal of Quality Assurance in Hospitality & Tourism · 2018 · 100 citations

, , +17

Measuring user experience

Ben Fehnert, Alessia Kosagowsky · 2008 · 98 citations

, , +17

What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness

Jesús Cambra‐Fierro, Lily Gao, Iguácel Melero‐Polo et al. · Electronic Commerce Research and Applications · 2019 · 49 citations

, , +17

Interaction of pricing, advertising and experience quality: A dynamic analysis

Jonathan P. Caulkins, Gustav Feichtinger, Richard F. Hartl et al. · European Journal of Operational Research · 2016 · 43 citations

, , +13

1–5 of 16

Authors

48

  1. AS
    Ananda Sabil Hussein

    University of Brawijaya, Indonesia

    2 publications · 137 citations

    2

    h-index

  2. JC
    Jesús Cambra‐Fierro

    Universidad Pablo de Olavide, Spain

    1 publications · 49 citations

    1

    h-index

  3. BF
    Ben Fehnert

    Takeda (United States), United States

    1 publications · 98 citations

    1

    h-index

  4. IY
    Ida Yulianti

    University of Brawijaya, Indonesia

    1 publications · 100 citations

    1

    h-index

  5. DD
    David Dean

    Lincoln University, New Zealand

    1 publications · 37 citations

    1

    h-index

1–5 of 48

Institutions

33

  1. Lincoln University

    Lincoln, New Zealand

    2 h-index

    2 publications

    137 citations

  2. University of Brawijaya

    Malang, Indonesia

    2 h-index

    3 publications

    237 citations

  3. Qingdao University

    Qingdao, China

    1 h-index

    2 publications

    78 citations

  4. IBM (United States)

    Armonk, United States

    1 h-index

    5 publications

    65 citations

  5. Austrian Academy of Sciences

    Vienna, Austria

    1 h-index

    1 publications

    43 citations

  6. Newbury College

    Brookline, United States

    1 h-index

    1 publications

    98 citations

  7. Sejong University

    Seoul, South Korea

    1 h-index

    1 publications

    39 citations

  8. Politeknik Negeri Bandung

    Bandung, Indonesia

    1 h-index

    3 publications

    111 citations

1–8 of 33

Venues

  1. Current Issues in Tourism

    2 publications · 51 citations

    2

    h-index

  2. Journal of Quality Assurance in Hospitality & Tourism

    JQAHT · 2 publications · 137 citations

    2

    h-index

  3. IEEE Consumer Electronics Magazine

    1 publications · 11 citations

    1

    h-index

  4. Journal of Travel & Tourism Marketing

    JTTM · 1 publications · 39 citations

    1

    h-index

  5. Journal of Tourism Theory and Research

    JTTR · 1 publications · 11 citations

    1

    h-index

1–5