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Title: Antecedents of Customer Experience in India A Study of the Airline Industry
Researcher: Majra Hufrish
Guide(s): Saxena Rajan
Keywords: Bartlett s Test
Customer Experience
Emergence of Services Marketing
Fit Indices
University: Narsee Monjee Institute of Management Studies
Completed Date: 30/11/2013
Abstract: The study aims to understand what constitutes Customer Experience and the antecedents of Customer Experience for an airline traveler. The effect that the interaction quality, service environment quality, outcome quality, self- service technology and customer- to- customer compatibility have on Customer Experience was studied. newlineThe services that SST s provide are surprisingly varied, including monetary transactions (e.g. retail purchases), self-help (e.g. distance learning) and customer services (e.g. hotel checkout). Companies are drawn to SST s by their promise of greater cost efficiencies, enhanced service quality and attraction of new customers over in-person services (Parasuraman and Grewal, 2000). Sometimes part of the reason people frequent a service firm is because they like the other customers the other customers add to the consumption experience beyond the typical benefits associated with the service provider and the service itself. Not only can these other customers newlineinfluence our evaluation of a service encounter, they can also be the very reason why we choose one service firm over another. newlineThe behavior of the service staff is important because of the intangible elements of services, and emphasizes the dependence customers feel on the service staff to solve their newlineproblems (Berry and Parasuraman, 1991; Sharma and Stafford, 2000). The place where the service is produced is very important and in fact has a strong impact on customers perceptions of the service experience. Even before purchase, consumers commonly look for cues about the firm s capabilities and quality (Berry and Clark, 1986; Shostack, 1977). The service environment is rich in such cues Rapoport, 1982) and may be very influential in communicating the firm s image newlineand purpose to its customers. The physical setting may also influence the customer s ultimate satisfaction with the service (Bitner, 1990). newline
Appears in Departments:Department of Technology Management

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00.title page.pdfAttached File60.35 kBAdobe PDFView/Open
01.declaration.pdf109.05 kBAdobe PDFView/Open
02.certification.pdf109.45 kBAdobe PDFView/Open
03.acknowledgements.pdf95.01 kBAdobe PDFView/Open
04.table of contant.pdf134.07 kBAdobe PDFView/Open
05.list of tables.pdf96.55 kBAdobe PDFView/Open
06.list of figures.pdf93.65 kBAdobe PDFView/Open
07.chapter 1.pdf198.61 kBAdobe PDFView/Open
08.chapter 2.pdf291.06 kBAdobe PDFView/Open
09.chapter 3.pdf236.02 kBAdobe PDFView/Open
10.chapter 4.pdf419.34 kBAdobe PDFView/Open
11.chapter 5.pdf117.9 kBAdobe PDFView/Open
12.reference.pdf232.7 kBAdobe PDFView/Open

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