Customer experiences as drivers of customer satisfaction (notice n° 634086)
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| fixed length control field | 02026cam a2200241 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121175018.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Dalla Pozza, Ilaria |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Customer experiences as drivers of customer satisfaction |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2015.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 50 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Cette étude a pour but de présenter une conceptualisation de la satisfaction du client liée aux expériences de consommation. Les expériences de consommation sont présentées comme antécédentes de la satisfaction du client.Les résultats indiquent que les expériences de consommation sont des éléments importants dans le processus de formation de la satisfaction du client.Cette étude est l’une des rares à lier la satisfaction client et les expériences du consommateur et suggère une approche orientée client dans le domaine de la satisfaction du client. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | The objective of this research is to present a perspective of customer satisfaction in experiential marketing terms, where customer experiences are thought of as drivers of customer satisfaction.Our exploratory research clearly shows that customer experiences (sense, feel, act, think and relate) are important factors in the process of customer satisfaction formation. In studies to date, conceptualizations of customer satisfaction have been mainly product-oriented, neglecting customer experiential components. This paper suggests a customer-oriented approach in customer satisfaction, where items capturing satisfaction with customer experiences are thought of as drivers of overall customer satisfaction. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | satisfaction du client |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | expériences de consommation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | recherche qualitative |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | qualitative research |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customer satisfaction |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customer experiences |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Management & Prospective | Volume 31 | 3 | 2015-01-03 | p. 115-138 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-gestion-2000-2014-3-page-115?lang=en&redirect-ssocas=7080">https://shs.cairn.info/revue-gestion-2000-2014-3-page-115?lang=en&redirect-ssocas=7080</a> |
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