Examining service experiences and post-consumption evaluations

  • Grace D
  • O'Cass A
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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.

Author-supplied keywords

  • Attitudes
  • Customer satisfaction
  • Experience
  • Service delivery

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Authors

  • Debra Grace

  • Aron O'Cass

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