Role of consumer personality and involvement in understanding customer experience
The objective of this study is to understand customer experience which is a construct made up of experiential elements created by the organization such as product, service scape, and brand and that of consumer’s personal values and preferences. When the experiential element interacts with the consum...
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| Format: | Article |
| Language: | English |
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LLC "CPC "Business Perspectives"
2016-12-01
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| Series: | Innovative Marketing |
| Online Access: | https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/8163/im_en_2016_03_Rawat.pdf |
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| author | Jyoti Rawat Bikram Jit Singh Mann |
| author_facet | Jyoti Rawat Bikram Jit Singh Mann |
| author_sort | Jyoti Rawat |
| collection | DOAJ |
| description | The objective of this study is to understand customer experience which is a construct made up of experiential elements created by the organization such as product, service scape, and brand and that of consumer’s personal values and preferences. When the experiential element interacts with the consumer construct, it starts an involvement process that makes the consumer evaluate the product (as a measure) on hedonic and utilitarian dimensions. The product/brand, when used, elicits emotions that lead to purchase intention behavior which is presented in the structural model. The authors have followed Tan, Foo and Kwek (2004) nested model approach in order to achieve the best fitting model for testing our hypothesis.
Keywords: customer experience, personality traits, consumer involvement, product evaluation, emotions and satisfaction. JEL Classification: M3, D11, D12 |
| format | Article |
| id | doaj-art-b90d0b03f2e94587a7ce12e7a4dc8daa |
| institution | OA Journals |
| issn | 1814-2427 1816-6326 |
| language | English |
| publishDate | 2016-12-01 |
| publisher | LLC "CPC "Business Perspectives" |
| record_format | Article |
| series | Innovative Marketing |
| spelling | doaj-art-b90d0b03f2e94587a7ce12e7a4dc8daa2025-08-20T01:55:46ZengLLC "CPC "Business Perspectives"Innovative Marketing1814-24271816-63262016-12-01123193310.21511/im.12(3).2016.028163Role of consumer personality and involvement in understanding customer experienceJyoti Rawat0Bikram Jit Singh Mann1University Grants Commission Research Fellow, the University Business School, Guru Nanak Dev University, IndiaPh.D., Associate Professor, the University Business School, Guru Nanak Dev University, IndiaThe objective of this study is to understand customer experience which is a construct made up of experiential elements created by the organization such as product, service scape, and brand and that of consumer’s personal values and preferences. When the experiential element interacts with the consumer construct, it starts an involvement process that makes the consumer evaluate the product (as a measure) on hedonic and utilitarian dimensions. The product/brand, when used, elicits emotions that lead to purchase intention behavior which is presented in the structural model. The authors have followed Tan, Foo and Kwek (2004) nested model approach in order to achieve the best fitting model for testing our hypothesis. Keywords: customer experience, personality traits, consumer involvement, product evaluation, emotions and satisfaction. JEL Classification: M3, D11, D12https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/8163/im_en_2016_03_Rawat.pdf |
| spellingShingle | Jyoti Rawat Bikram Jit Singh Mann Role of consumer personality and involvement in understanding customer experience Innovative Marketing |
| title | Role of consumer personality and involvement in understanding customer experience |
| title_full | Role of consumer personality and involvement in understanding customer experience |
| title_fullStr | Role of consumer personality and involvement in understanding customer experience |
| title_full_unstemmed | Role of consumer personality and involvement in understanding customer experience |
| title_short | Role of consumer personality and involvement in understanding customer experience |
| title_sort | role of consumer personality and involvement in understanding customer experience |
| url | https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/8163/im_en_2016_03_Rawat.pdf |
| work_keys_str_mv | AT jyotirawat roleofconsumerpersonalityandinvolvementinunderstandingcustomerexperience AT bikramjitsinghmann roleofconsumerpersonalityandinvolvementinunderstandingcustomerexperience |