Customer experience

Customer experience is the totality of cognitive, affective, sensory, and behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.^[1]^[2]^[3]

Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions.^[4]^[1]^[5] The pre-consumption anticipation experience can be described as the amount of pleasure or displeasure received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service.^[6]^[7]^[8]

^ ^a ^b Godovykh, Maksim; Tasci, Asli D.A. (July 2020). "Customer experience in tourism: A review of definitions, components, and measurements" (PDF). Tourism Management Perspectives. 35: 100694. doi:10.1016/j.tmp.2020.100694. ISSN 2211-9736. S2CID 219478840.
^ Bagdare, Shilpa; Jain, Rajnish (2013-09-02). "Measuring retail customer experience". International Journal of Retail & Distribution Management. 41 (10): 790–804. doi:10.1108/ijrdm-08-2012-0084. ISSN 0959-0552.
^ Shaw, Colin (2007), "The Attention Cluster", The DNA of Customer Experience, London: Palgrave Macmillan UK, pp. 67–85, doi:10.1057/9780230210813_5, ISBN 978-1-349-35237-1
^ Gentile, Chiara; Spiller, Nicola; Noci, Giuliano (October 2007). "How to Sustain the Customer Experience". European Management Journal. 25 (5): 395–410. doi:10.1016/j.emj.2007.08.005. ISSN 0263-2373.
^ "Understanding Customer Experience". Harvard Business Review. 2007-02-01. ISSN 0017-8012. Retrieved 2021-01-09.
^ Kahneman, D.; Wakker, P. P.; Sarin, R. (1997-05-01). "Back to Bentham? Explorations of Experienced Utility". The Quarterly Journal of Economics. 112 (2): 375–406. doi:10.1162/003355397555235. hdl:1765/23011. ISSN 0033-5533.
^ Godovykh, Maksim; Tasci, Asli D. A. (2020-05-26). "Satisfaction vs experienced utility: current issues and opportunities" (PDF). Current Issues in Tourism. 23 (18): 2273–2282. doi:10.1080/13683500.2020.1769573. ISSN 1368-3500. S2CID 219745029.
^ Wirtz, Derrick; Kruger, Justin; Scollon, Christie Napa; Diener, Ed (September 2003). "What to Do on Spring Break?". Psychological Science. 14 (5): 520–524. doi:10.1111/1467-9280.03455. ISSN 0956-7976. PMID 12930487. S2CID 38682592.

[:4-1] Godovykh, Maksim; Tasci, Asli D.A. (July 2020). "Customer experience in tourism: A review of definitions, components, and measurements" (PDF). Tourism Management Perspectives. 35: 100694. doi:10.1016/j.tmp.2020.100694. ISSN 2211-9736. S2CID 219478840.

[2] Bagdare, Shilpa; Jain, Rajnish (2013-09-02). "Measuring retail customer experience". International Journal of Retail & Distribution Management. 41 (10): 790–804. doi:10.1108/ijrdm-08-2012-0084. ISSN 0959-0552.

[3] Shaw, Colin (2007), "The Attention Cluster", The DNA of Customer Experience, London: Palgrave Macmillan UK, pp. 67–85, doi:10.1057/9780230210813_5, ISBN 978-1-349-35237-1

[4] Gentile, Chiara; Spiller, Nicola; Noci, Giuliano (October 2007). "How to Sustain the Customer Experience". European Management Journal. 25 (5): 395–410. doi:10.1016/j.emj.2007.08.005. ISSN 0263-2373.

[5] "Understanding Customer Experience". Harvard Business Review. 2007-02-01. ISSN 0017-8012. Retrieved 2021-01-09.

[6] Kahneman, D.; Wakker, P. P.; Sarin, R. (1997-05-01). "Back to Bentham? Explorations of Experienced Utility". The Quarterly Journal of Economics. 112 (2): 375–406. doi:10.1162/003355397555235. hdl:1765/23011. ISSN 0033-5533.

[7] Godovykh, Maksim; Tasci, Asli D. A. (2020-05-26). "Satisfaction vs experienced utility: current issues and opportunities" (PDF). Current Issues in Tourism. 23 (18): 2273–2282. doi:10.1080/13683500.2020.1769573. ISSN 1368-3500. S2CID 219745029.

[8] Wirtz, Derrick; Kruger, Justin; Scollon, Christie Napa; Diener, Ed (September 2003). "What to Do on Spring Break?". Psychological Science. 14 (5): 520–524. doi:10.1111/1467-9280.03455. ISSN 0956-7976. PMID 12930487. S2CID 38682592.

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