Bassi, Francesca - Parpagiola, Lucia (2005) Experience goods and customer satisfaction measurement. [Working Paper] WORKING PAPER SERIES, 5/2005 . , PADOVA (Inedito)
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Aim of this paper is to develop an instrument to measure customer satisfaction with reference to the entire consumption experience of an experience good. Experience is defined as a new dimension of offer: a combination of goods and services enriched by sensations. Experiential marketing has innovative features. This has effects on all phases constituting a consumption experience. We look for relevant aspects in the consumption process, related to satisfaction, through a literature review and an exploratory survey. A list of items is proposed to a sample and the scale is evaluated for validity and reliability with satisfactory results.
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