TY  - JOUR
TI  - THE CUSTOMER EXPERIENCE MEASUREMENT SCALE
AB  - By the beginning of the second millennium, the customer experience (CX) concept has emerged to enable companies to achieve a sustainable competitive advantage. This concept has been embraced by both academicians and practitioners but the absence of a reliable and representative measurement instrument in this domain has been as a major concern. The aim of this study is to sift through the available literature, conduct inductive and deductive studies and then present a valid and reliable customer experience scale to academicians and researchers to be further evaluated. The development phase started with literature review, followed by focus group interviews and in-depth interviews. The inductive studies went on through content validity and face validity studies.Following the completion of four inductive studies, a total of five deductive studies referring to the experiences of 4229 in eight different industries were employed.Purpose: The aim of this study is to examine the current scientific literature and to present a workable Customer Experience scale that can be used by academics and practitioners.Method/Design/Methodology/Approach: The development phase started with literature review, followed by focus group interviews and in-depth interviews. The inductive studies went on through content validity and face validity studies. Findings: As a result of the battery of research a valid and reliable scale is developed. Originality: The study sets forth a scale that can be used in both by academics and pracititioners.
AU  - Tavşan, Nihat
AU  - erdem, can
DO  - 10.46928/iticusbe.869314
PY  - 2021
JO  - Istanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi
VL  - 20
IS  - 42
SN  - 1303-5495
SP  - 1247
EP  - 1268
DB  - TRDizin
UR  - http://search/yayin/detay/499018
ER  -