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dc.contributor.authorMoliner, Miguel Angel
dc.contributor.authorMonferrer Tirado, Diego
dc.contributor.authorEstrada, Marta
dc.contributor.authorVidal-Meliá, Lidia
dc.date.accessioned2023-05-09T07:52:39Z
dc.date.available2023-05-09T07:52:39Z
dc.date.issued2023-02-20
dc.identifier.citationMoliner-Tena, M. A., Monferrer-Tirado, D., Estrada-Guillen, M., & Vidal-Meliá, L. (2023). Memorable customer experiences and autobiographical memories: From service experience to word of mouth. Journal of Retailing and Consumer Services, 72, 103290.ca_CA
dc.identifier.issn0969-6989
dc.identifier.issn1873-1384
dc.identifier.urihttp://hdl.handle.net/10234/202435
dc.description.abstractThe aim of this paper is to study the relationship between customer experience and word of mouth (WOM) through two mediating variables: customer satisfaction and memorable characteristics of service experience (MCSE). Memory theory is adopted as a theoretical background, with emphasis on the key role of episodic or autobiographical memory. Memorable customer experience (MCE) is defined from this perspective, thereby enabling the connection between human memory theory and service-dominant (S-D) logic. As for the impact of the internet on WOM, two types of WOM behaviours are examined: positive WOM (pWOM) and eWOM. A methodology was designed from a survey that used a questionnaire based on measurement scales validated by the literature. The sample is of 1476 tourists who visited seven Spanish tourism destinations. The results show service experience precedes customer satisfaction and MCSE. Both pWOM and eWOM are significantly influenced by customer satisfaction and MCSE. Various scenarios are put forward in which several combinations of customer satisfaction and MCSE give rise to different intensities and valence of pWOM and eWOM.ca_CA
dc.description.sponsorShipFunding for open access charge: CRUE-Universitat Jaume I
dc.format.extent11 p.ca_CA
dc.format.mimetypeapplication/pdfca_CA
dc.language.isoengca_CA
dc.publisherElsevierca_CA
dc.relation.isPartOfJournal of Retailing and Consumer Services 72 (2023) 103290ca_CA
dc.relation.uriData will be made available on request.ca_CA
dc.rights0969-6989/© 2023 The Authors. Published by Elsevier Ltd.ca_CA
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/ca_CA
dc.subjectservice experienceca_CA
dc.subjectmemorable customer experienceca_CA
dc.subjectcustomer satisfactionca_CA
dc.subjectpositive WOMca_CA
dc.subjecteWOMca_CA
dc.subjectmemory theoryca_CA
dc.titleMemorable customer experiences and autobiographical memories: From service experience to word of mouthca_CA
dc.typeinfo:eu-repo/semantics/articleca_CA
dc.identifier.doihttps://doi.org/10.1016/j.jretconser.2023.103290
dc.rights.accessRightsinfo:eu-repo/semantics/openAccessca_CA
dc.type.versioninfo:eu-repo/semantics/publishedVersionca_CA
project.funder.nameGeneralitat Valencianaca_CA
oaire.awardNumberAICO/2020/074ca_CA


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0969-6989/© 2023 The Authors. Published by Elsevier Ltd.
Excepto si se señala otra cosa, la licencia del ítem se describe como: 0969-6989/© 2023 The Authors. Published by Elsevier Ltd.