The role of customer experience in building brand loyalty within the service context

Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the antecedents and consequences of customer experience from customer perspectives. The study provides a conceptual framework building from a qualitative study and the existing literature. This article includes a formal test of the framework using a large-scale survey of British customers to examine their experience with resort-hotel brands. The results show price perception, core services, and word-of-mouth have a direct impact on how customers interpret their experiences with resort-hotel brands; perceived service quality plays a mediatory role in the relationship between servicescape, core service, and customer experience. Measuring validation strength of customer experience upon brand loyalty by best fit in combination with cross-sample predictive validity models is a valuable contribution of this study

A structural model to examine the antecedents and consequences of customer with experiential brands

Despite the increasing attention towards customer experience, empirical research to explain this notion, its antecedents and its consequences is still limited. Hence, this research aims to develop a framework of customer experience based on a number of antecedents that influence customer experience in the service sector. This paper presents the first part of the study which includes the review of literature, the application of netnography method to the development of customer experience construct, the development of the research measures and the hypotheses development for the structural model. The second part of the study, which is presented in another paper, provides the results of the empirical study and discusses the findings of the structural model

A netnography study to uncover the underlying dimensions of customer experience with resort brands

The interest in customer experience has increased at a phenomenal rate. However, research to capture the true meaning of the concept is limited. This study aims to address the question of what are the underlying dimensions that constitute the construct of customer experience. The netnography method is utilized to validate a priori concepts that have been identified in the literature within the context of resort-hotel brands in a Sharm El Sheikh resort in Egypt. The results identified eight dimensions; comfort, educational, hedonic, novelty, recognition, relational, safety and sense of beauty which are consistent with major studies on experience

A netnography study on branded customer experience: Evidence from the red sea

This study addresses the question of what are the underlying dimensions and messages to self and others that constitute the construct of customer experience. The study uses a netnography method to validate or refute and extend a priori concepts that the literature identifies within the context of resort-hotel brands in a Sharm El Sheikh resort in Egypt. The results identify eight dimensions (comfort, educational, hedonic, novelty, recognition, relational, safety and sense of beauty) and unique configurations of these eight dimensions that extend prior research on customer experience

Linking experience realms and experiential service brand loyalty: Determinants and outcomes for future operationalization

The concept of ‗Customer Experience‘ has evolved as an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept received during the last few years, the explanation of customer experiences have remained vague and lack a thorough theoretical foundation. This paper aims to address the gap in the literature and to facilitate better understanding of the concept of customer experience and its antecedents and consequences from the consumer perspective. The paper examines the impact of customer experience on brand loyalty via a comprehensive review of existing literature on the concept of customer experience and service brand literatures. Additionally, twelve hypotheses, which describe and explain the antecedents of customer experience and impacts upon brand loyalty within the service sector, are presented. The outcome of this paper adds novel perspective to the growing body of brand literature, particularly service brand and suggests directions for future research

Applying marketing’s new dominant logic for interpreting customer experiences with brands

The concept of customer experience is evolving to an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept is receiving in the literature, the explanation of customer experiences remains vague and a thorough theoretical foundation is lacking. This paper addresses the gap in the literature and to facilitate a brand-management understanding of the concept of customer experience and its antecedents and consequences. The paper examines the impact of customer experience on brand loyalty via a comprehensive review of existing literature on the concept of customer experience and service brand literatures. Additionally, twelve propositions describe and explain the antecedents of customer experience and impacts upon brand loyalty within a service-centered marketing logic. This paper contributes a novel customer-brand experience perspective and conceptual tools relevant for further theory development and for effectively managing customer-brand relationships

Analisis awal pemilihan jodoh kaum lelaki di Kota Bharu, Kelantan

Kajian ini membincangkan tentang kaedah pilih jodohberpandukan saranan Rasulullah SAW agar memilih pasangan berasaskan kekayaan, keturunan, kecantikan dan agama. Baginda menganjurkan umatnya memilih calon isteri memiliki pegangan agama yang mantap bagi mewujudkan rumahtangga yang bahagia. Ada pun kekurangan rupa, harta dan keturunan itu akan disempurnakan oleh agama. Kemuliaan seseorang wanita dapat dinilai melalui aspek nilai agama yang diamalkan dalam kehidupannya. Oleh kerana itu, aspek agama menjadi keutamaan dalam membuat pemilihan pasangan hidup sebagaimana yang dianjurkan oleh Baginda SAW di dalam hadith yang bermaksud : Dinikahi seseorang wanita kerana empat perkara: kerana hartanya, keturunannya, kecantikannya, dan agamanya. Maka pilihlah yang beragama, nescaya engkau akan beroleh keuntungan. Hasil kajian mendapati majoriti masyarakat berminat memilih sendiri calon pasangan hidup berbanding jodoh ditentukan oleh ibu bapa. Dari aspek agama pada seseorang wanita menjadi keutamaan bagi masyarakat masa kini diikuti oleh aspek sifat-sifat keibuan, kecantikan, keturunan, taraf pendidikan, kehidupan bermasyarakat, harta, kenegerian dan yang terakhir adalah status seseorang wanita tersebut. Responden percaya bahawa pemilihan calon isteri akan memberi kesan terhadap kerukunan rumahtangga

Fetal chromosome abnormalities and congenital malformations: an Egyptian study

Objective: Our objective were to determine and evaluate the role of genetic counseling and amniocentesis in early detection of chromosomal abnormalities or congenital malformations among women at risk. Patients and Methods: The study was performed on 784 pregnant women. Results: The cause for seeking genetic counseling in 22.8% of the study cases was positive family history of CNS malformations, and in 17.9% was chromosomal abnormalities in previous child. Also, the results showed that the indications for amniocentesis in 60.8% were history of having previous child with Down syndrome, and in 15.3% were advanced maternal age. The results of chromosomal analysis of amniotic fluid samples; 21 cases (19.3%) had chromosomal abnormalities, where trisomy 21 (Down syndrome) was detected in 10 cases (9.2%), unbalanced translocation Down syndrome was detected in 9 cases (8.3%) and one had 46 XX, del (13-q), one had 45, XX, t (13;14) and 2.8% was 46, XX, +21, der (14;21) (q10;q10). The risk of complications of amniocentesis was associated with performing amniocentesis early in pregnancy, and with increased number of attempts. The results also showed that Multiple congenital anomalies (MCA) represented among 42.2%, congenital malformation of CNS represents 26.6%, congenital malformation of the skeletal system 20%, congenital polycystic kidney 8.8% and pyloric stenosis in 2.2%. Among the 21 women with abnormal karyotype of amniotic fluid, the decision to terminate the pregnancy was made in 3 (14.3%). Among the 45 cases with abnormal findings suggesting fetal congenital malformation, 16 (35.6%) chose termination of their pregnancy. In conclusion: Public awareness of the risks and difficulties facing a child with chromosomal anomalies or congenital malformations and the effect on their future health and living is of great importance for acceptance of prenatal screening. Prenatal diagnosis may affect the reproductive decision after genetic counseling. It is essential that genetic counseling is noncoercive and nonjudjemental. The couples decision (Even if it is different from the counselor's views) should be respected. Keywords: Genetic counselling, antenatal screening, amniocentesis. Egypt. J. Hum. Genet Vol. 8 (2) 2007: pp. 131-14

A review on 3-D magnetic property testing system for measuring rotational core loss of soft magnetic materials

© 2015 IEEE. In today's world, the development of electromagnetic devices require the magnetic cores to be operated at higher frequency. Soft magnetic composite (SMC) materials are suitable for these applications because of their properties like high electrical resistivity which leads to the low eddy current loss, and 3-D magnetic isotropy which provides great design flexibility of various electromagnetic devices. On top of that, the prediction of core losses is very important in obtaining the optimum design of the electrical machines which is always aiming for high efficiency. This paper reviews the development of 3-D magnetic property testing system or 3-D tester in studying the rotational core loss of SMC materials based on the previous researches in the last decade