TY - JOUR
T1 - Exploring customer experiential components and the conceptual framework of customer experience, customer satisfaction, and actual behavior
AU - Choi, Eun Kyong (Cindy)
AU - Wilson, Amanda
AU - Fowler, Deborah
PY - 2013
Y1 - 2013
N2 - This study explored the college student's on-campus foodservice experiential components and investigated the interrelationships among customer experience, customer satisfaction, and actual behavior. A sample of 566 respondents was collected at a large, public university in the southwestern United States. Findings showed respondent's customer experience positively influenced customer satisfaction and, subsequently, customer satisfaction positively influenced respondent's actual behavior. However, there was no direct effect of customer experience on actual behavior. The findings indicate that on-campus foodservice operators should pay additional attention to customer experience and customer satisfaction to increase customer visits. Limitations of the study and future research are also addressed.
AB - This study explored the college student's on-campus foodservice experiential components and investigated the interrelationships among customer experience, customer satisfaction, and actual behavior. A sample of 566 respondents was collected at a large, public university in the southwestern United States. Findings showed respondent's customer experience positively influenced customer satisfaction and, subsequently, customer satisfaction positively influenced respondent's actual behavior. However, there was no direct effect of customer experience on actual behavior. The findings indicate that on-campus foodservice operators should pay additional attention to customer experience and customer satisfaction to increase customer visits. Limitations of the study and future research are also addressed.
KW - Customer experience
KW - Customer satisfaction
KW - On-campus foodservice
UR - http://www.scopus.com/inward/record.url?scp=84890148900&partnerID=8YFLogxK
U2 - 10.1080/15378020.2013.824263
DO - 10.1080/15378020.2013.824263
M3 - Article
AN - SCOPUS:84890148900
SN - 1537-8020
VL - 16
SP - 347
EP - 358
JO - Journal of Foodservice Business Research
JF - Journal of Foodservice Business Research
IS - 4
ER -