Journal of Hospitality & Leisure Marketing · 2007 · 140 citations · 10 references
Customer ExperienceCustomer SatisfactionDigital MarketingConsumer ResearchSeven-factor ModelOnline Customer BehaviorBuying BehaviorConsumer EngagementExperience DesignUnderlying DimensionsProduct ExperienceManagementConsumer BehaviorUser PerceptionHealth SciencesDesignInternet Distribution ChannelsUser ExperienceMarketingInteractive MarketingExperience ConstructBusinessDesign ThinkingLived Experience
The article identifies the underlying dimensions of a consumer's experience. The authors surveyed 397 participants across three online distribution channels and applied exploratory factor analysis to extract these dimensions. The analysis yielded a seven‑factor model—Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust—along with implications for management and future research.
ABSTRACT This article identifies the underlying dimensions of a consumer's experience. Data are collected through a Web-based survey using samples from three Internet distribution channels (n = 397). Exploratory factor analysis is employed. Scale-development procedures result in a seven-factor model consisting of Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust. Implications for management and future research are presented.
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