Construct · 1 fields · 1 citations

service experience quality: a standalone construct

One name. One construct. A landmark on the map.

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Services marketing

customers' evaluation of their whole service experience, covering product, outcome focus, moments of truth and peace of mind.

In services marketing, service experience quality refers to customers' evaluation of their whole service experience, covering product, outcome focus, moments of truth and peace of mind. This meaning comes from Klaus (2012) in Journal of Service Management.[1]

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Nearby constructs

experience4 fields · 6 citationsjingle · one word, four constructs focus4 fields · 5 citationsjingle · one word, four constructs product3 fields · 3 citationsjingle · one word, three constructs

References

Klaus, P., & Maklan, S. (2012). EXQ: a multiple‐item scale for assessing service experience. Journal of Service Management, 23(1), 5-33. https://doi.org/10.1108/09564231211208952

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