Examining service experiences and post-consumption evaluations

Debra Grace, Aron O'Cass

Research output: Contribution to journalArticlepeer-review

207 Citations (Scopus)

Abstract

The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that influence consumers at time of service consumption. In addition, the study also examines post-consumption evaluations. A study of 254 bank consumers revealed that the core service, employee service and servicescape make a significant contribution to the service consumption experience. Furthermore, the service experience was found to significantly effect feelings, satisfaction and brand attitudes.

Original languageEnglish
Pages (from-to)450-461
Number of pages12
JournalJournal of Services Marketing
Volume18
Issue number6
DOIs
Publication statusPublished - 1 Oct 2004
Externally publishedYes

Keywords

  • Attitudes
  • Customer satisfaction
  • Experience
  • Service delivery

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