Components of Customer Experience and their Impact on Co-created Value: An Abstract

Abstract

The present research aims to develop a context-independent customer experience quality scale. The scales that have been proposed thus far are developed focusing on either a specific context or a type of experience, presenting adaptability issues as contexts give rise to varying experience requirements of customers. Context-independence will be achieved through employing a grounded theory approach, whereby underlying similarities in customer experience requirements will be developed into a more consistent dimensionality of the concept.