Measurement, antecedent variables and consequence effects research of customer experience value

Abstract

The measurement of customer experience value has undergone a comprehensive evolution and change from a single cost-benefit trade-off method to a comprehensive evaluation method of products and services. It is found that scholars' measurement of the value of experience mainly revolves around three perspectives: introspection, hierarchy and association. In this paper, the combing of the antecedent variables and consequence effects of customer experience value mainly focuses on macro and micro aspects. It is found that the antecedent variables of customer experience value are mainly concentrated in four aspects: resources, communication, interaction and environment. The consequence effect is mainly reflected in three aspects: brand value, satisfaction and loyalty.