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Journal cover: Journal of Service Management

Journal of Service Management

ISSN: 1757-5818
Previously published as: International Journal of Service Industry Management

Online from: 1995

Subject Area: Industry and Public Sector Management

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EXQ: a multiple-item scale for assessing service experience

Document Information:
Title:EXQ: a multiple-item scale for assessing service experience
Author(s):Philipp “Phil” Klaus, (ESCEM School of Business and Management, Poitiers, France), Stan Maklan, (Cranfield University School of Management, Cranfield, UK)
Citation:Philipp “Phil” Klaus, Stan Maklan, (2012) "EXQ: a multiple-item scale for assessing service experience", Journal of Service Management, Vol. 23 Iss: 1, pp.5 - 33
Keywords:Consumer behaviour, Customer experience, Customer experience quality, Customer loyalty, Customer satisfaction, Customer services quality, Pre-purchase satisfaction, Repurchasing behaviour, Scale development, Service experience
Article type:Research paper
DOI:10.1108/09564231211208952 (Permanent URL)
Publisher:Emerald Group Publishing Limited

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.

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