References
- Addis, M., and Holbrook, M. B. 2001. "On the conceptual link between mass customization and experiential consumption: an explosion of subjectivity." Journal of Consumer Behavior 1(1):50-66. https://doi.org/10.1002/cb.53
- Akhtar, M. N., Hunjra, A. I., Akbar, S. W., Rehman, K. U., and Niazi, C. S. K. 2011. "Relationship between customer satisfaction and service quality of Islamic banks." World Applied Sciences Journal 13(3):453-459.
- Brakus, J. J., Schmitt, B. H., and Zarantonello, L. 2009. "Brand experience: what is it? How is it measured? Does it affect loyalty?." Journal of Marketing 73(3):52-68. https://doi.org/10.1509/jmkg.73.3.52
- Diana Lasalle, Terry A. Britton. 2003. "Priceless: Turning Ordinary Products into Extraordinary Experiences." Harvard Business Press, 182.
- Eui Jung Park, Han Joo Yoo, and Gwang Suk Song. 2011 "A study of Perceptual Difference about Service Quality between Service Providers and Users." Journal of the korean Society for Quality Management 39(1):78-89.
- Garg, R., Rahman, Z., Qureshi, M. N., and Kumar, I. 2012. "Identifying and ranking critical success factors of customer experience in banks: an analytical hierarchy process (AHP) approach." Journal of Modelling in Management 7(2):201-220. https://doi.org/10.1108/17465661211242813
- Gentile, C., Spiller, N., and Noci, G. 2007. "How to sustain the customer experience: an overview of experience components that co-create value with the customer." European Management Journal 25(5):395-410. https://doi.org/10.1016/j.emj.2007.08.005
- Greenwell, T. C., Fink, J. S., and Pastore, D. L. 2002. "Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience." Sport Management Review 5(2):129-148. https://doi.org/10.1016/S1441-3523(02)70064-8
- Haeckel, S. H., Carbone, L. P., and Berry, L. L. 2003. "How to lead the customer experience," Marketing Management 12(1):18-23.
- Han Joo Yoo, and Gwang Suk Song. 2005. "A Study on the Competitive Strategy by Bank Service Quality and Switching Barriers: Focused on the Domestic Bank Customer." Journal of the korean Society for Quality Management 33(4):55-73.
- Holbrook, M. B., and Hirschman, E. C. 1982. "The experiential aspects of consumption: consumer fantasies, feelings and fun." Journal of Consumer Research 9(2):132-140. https://doi.org/10.1086/208906
- Homberg, C., and Rudolph, B. 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues." Journal of Business Research 52(1):15-33. https://doi.org/10.1016/S0148-2963(99)00101-0
- Hoq, H. Z., and Amin, M. 2010. "The role of customer satisfaction to enhance customer loyalty." African Journal of Business Management 4(12):2385-2392.
- Hosany, S., and Gilbert, D. 2009. "Dimensions of tourists' emotional experiences towards hedonic holiday destinations." School of Management Working Paper Series, 1-34.
- Jamal, A., and Ananstasiadou, K. 2009. "Investigating the effects of service quality dimensions and expertise on loyalty." European Journal of Marketing 43(Nos 3/4):398-420. https://doi.org/10.1108/03090560910935497
- Jain, R., and Bagdare, S. 2009. "Determinants of customer experience in new format retail stores." Journal of Marketing & Communication 5(2):34-44.
- Kanning, U. P., and Bergmann, N. 2009. "Predictors of customer satisfaction: testing the classical paradigms." Managing Service Quality 19(4):377-390. https://doi.org/10.1108/09604520910971511
- Knutson, B. J., Beck, J. A., Kim, S. H., and Cha, J. 2009. "Identifying the dimensions of the guest's hotel experience (hotel experience index)." Cornell Hospitality Quartely 50(February):44-55. https://doi.org/10.1177/1938965508326305
- Ladhari, R., Ladhari, I., and Morales, M. 2011. "Bank service quality: comparing Canadian and Tunisian customer perceptions." International Journal of Bank Marketing 29(3):224-246. https://doi.org/10.1108/02652321111117502
- Nagasawa, S. 2008. "Customer experience management: influencing on human Kansei to management of technology." The TQM Journal 20(4):312-323. https://doi.org/10.1108/17542730810881302
- Oh, H., Fiore, A. M., and Jeoung, M. 2007. "Measuring experience economy concepts: tourism applications." Journal of Travel Research 46(2):119-132. https://doi.org/10.1177/0047287507304039
- Otto, J. E., and Ritchie, J. R. B. 1996. "The service experience in tourism." Tourism Management 17(3):165-174. https://doi.org/10.1016/0261-5177(96)00003-9
- Parsuraman, A., Zeithaml, V. A., and Berry, L. L. 1988. "A multiple-item scale for measuring consumer perceptions of service quality." Journal of Retailing 64(1):12-40.
- Rahman, Z. 2006. "Customer experience management - a case study of an Indian bank." Database Marketing & Customer Strategy Management 13(3):203-221. https://doi.org/10.1057/palgrave.dbm.3240298
- Ruchi Garg, and Zillur Rahman. 2013. "Measuring customer experience in banks: scale development and validation." Journal of Modelling in Management 9(1):87-117. https://doi.org/10.1108/JM2-07-2012-0023
- Trassoras, R., Weinsein, A., and Abratt, R. 2009. "Value, satisfaction, loyalty and retention in professional services." Marketing Intelligence & Planning 27(5):615-632. https://doi.org/10.1108/02634500910977854
- Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., and Schlesinger, L. A. 2009. "Customer experience creation: determinants, dynamics and management strategies." Journal of Retailing 85(1):31-41. https://doi.org/10.1016/j.jretai.2008.11.001
- Vesel, P., and Zabkar, V. 2009. "Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program." Journal of Retailing and Consumer Services 16(5):396-406. https://doi.org/10.1016/j.jretconser.2009.05.002
- Walter, U., Edvardsson, B., and Ostrom, A. 2010. "Drivers of customers' service experiences: a study in the restaurant industry." Managing Service Quality 20(3):236-258. https://doi.org/10.1108/09604521011041961
- Zeithaml, V. A., Berry, L. L., and Parasuraman, A. 1996. "The behavioral consequences of service quality." Journal of Marketing 60(2):31-46. https://doi.org/10.2307/1251929