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CONSUMEREX – Consumer Experience Model. A multidimensional model of services evaluation. Application in the sport context

Author

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  • Leonor Lopes Borges Vacas de Carvalho

    (University of Évora, Department of Management, Portugal)

  • João Miguel Botelho de Lemos Diogo

    (University of Évora, PhD Student and CEFAGE, Portugal)

  • Cesaltina Maria Pacheco Pires

    (University of Évora, Department of Economics and CEFAGE)

Abstract

This paper proposes a new service evaluation model: Consumerex – Consumer Experience Model. The model integrates theoretical advances from the fields of service marketing and relationship marketing and uses a multidimensional approach to assess all constructs that typically are considered in the evaluation of a service: quality, satisfaction, perceived value, and loyalty. Moreover, the model includes new sub-dimensions such experiential quality and experiential satisfaction, which are expected to be particularly relevant in services where customers are co-producers. The application of the model in the context of sport marketing is suggested.

Suggested Citation

  • Leonor Lopes Borges Vacas de Carvalho & João Miguel Botelho de Lemos Diogo & Cesaltina Maria Pacheco Pires, 2015. "CONSUMEREX – Consumer Experience Model. A multidimensional model of services evaluation. Application in the sport context," CEFAGE-UE Working Papers 2015_12, University of Evora, CEFAGE-UE (Portugal).
    • Handle: RePEc:cfe:wpcefa:2015_12
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