This article identifies the underlying dimensions of a consumer's experience. Data are collected through a Web-based survey using samples from three Internet distribution channels (n = 397). Exploratory factor analysis is employed. Scale-development procedures result in a seven-factor model consisting of Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust. Implications for management and future research are presented.

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Purpose -The primary purpose of this paper is to develop a parsimonious Consumer Experience Index (CEI) and then identify and validate the dimensionality of the experience concept. Design/methodology/approach -The study employed a four-step methodology. After conducting a pre-test and pilot test, data were collected from 397 adults via an online survey. A split-sample technique was used for the data analysis. The first-split sample (n ¼ 199) was used to conduct the exploratory factor analysis. Reliability, convergent validity, and discriminant validity were evaluated with a second-half split sample (n ¼ 198) from confirmatory factor analysis. Findings -Scale-development procedures resulted in a seven-factor model comprised of the following dimensions: environment, benefits, convenience, accessibility, utility, incentive, and trust. Overall, the 26-item CEI is a reliable and valid measure to determine the underlying components of a consumer's experience.Research limitation/implications -This study concentrates on an experience based on the general service delivery system rather than a specific industry or business sector. Applicability of this experience measure should also be evaluated in specific, but diverse, business sectors. By understanding these seven dimensions, management can develop effective marketing strategies for providing memorable experience for consumers. Originality/value -Consumer experience has gone largely unmeasured. Built on the old business axiom that you cannot manage what you cannot measure, this validated CEI tool can provide businesses with an effective new management tool.

This article identifies the underlying dimensions of a guest's hotel experience, using data from a web-based survey of guests at a midwestern hotel and conference center. This study finds that the dimensions obtained in exploratory factor analysis can be replicated by confirmatory factor analysis with the same data set. These scale-development procedures result in an eighteen-item index consisting of four factors: environment, accessibility, driving benefit, and incentive. This four-factor structure of Hotel Experience Index also shows evidence of both convergent and discriminant validity.

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