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Emerald Group Publishing Limited
2013 Awards for Excellence
Article Type: 2013 Awards for Excellence From: Journal of Service Management, Volume 25, Issue 1
The following article was selected for this year’s Outstanding Paper Award for Journal of Service Management
"EXQ: a multiple-item scale for assessing service experience"
Philipp “Phil Klaus
ESCEM School of Business and Management, Poitiers, France
Cranfield University School of Management, Cranfield, UK
Purpose – The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple-item scale for measuring customers service experience (EXQ).
Design/methodology/approach – The authors present exploratory research developing a conceptualization of service experience based on a two-stage approach: initial item generation through qualitative research, initial purification of these findings through exploratory factor analysis, and validation through the use of confirmatory factor analysis and structural equation modeling.
Findings – The paper conceptualizes and validates the concept of customer/service experience. In total, 19 items in four dimensions of the EXQ scale were identified: product experience, outcome focus, moments-of-truth and peace-of-mind. These dimensions reflect service experience perceptions. The findings support the conclusion that the service experience has a significant impact on customer satisfaction, loyalty and word-of-mouth intentions. The scale demonstrates good psychometric properties based on the variety of reliability and validity tests utilized and builds upon extant research.
Practical implications – The research provides managers with the dimensions of service experience that influence purchase behavior and provides researchers with a sought-after conceptualization of service experience.
Originality/value – The authors believe that this is the first empirically founded conceptualization and measurement of the service/customer experience.
Keywords: Consumer behaviour, Customer experience, Customer experience quality, Customer loyalty, Customer satisfaction, Customer services quality, Pre-purchase satisfaction, Repurchasing behaviour, Scale development, Service experience
This article originally appeared in Volume 23 Number 1, 2012 Journal of Service Management
The following articles were selected for this year’s Highly Commended Award
“Waiting for service at the checkout: negative emotional responses, store image and overall satisfaction
Allard C.R. van Riel, Janjaap Semeijn, Dina Ribbink and Yvette Bomert-Peters
This article originally appeared in Volume 23 Number 2, 2012. Journal of Service Management
“Customer co-creation in service innovation: a matter of communication?
Anders Gustafsson, Per Kristensson and Lars Witell
This article originally appeared in Volume 23 Number 3, 2012. Journal of Service Management
Dr Jeffery S. Smith
Dr Sabine Möller