{"id":"https://openalex.org/W178880397","doi":null,"title":"The role of customer experience in building brand loyalty within the service context","display_name":"The role of customer experience in building brand loyalty within the service context","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W178880397","mag":"178880397"},"language":"en","primary_location":{"id":"pmh:oai:bura.brunel.ac.uk:2438/4270","doi":null,"is_oa":true,"landing_page_url":"http://bura.brunel.ac.uk/handle/2438/4270","pdf_url":"http://bura.brunel.ac.uk/handle/2438/4270","source":{"id":"https://openalex.org/S4306401473","display_name":"Brunel University Research Archive (BURA) (Brunel University London)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I59433898","host_organization_name":"Brunel University of London","host_organization_lineage":["https://openalex.org/I59433898"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Conference paper"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://bura.brunel.ac.uk/handle/2438/4270","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5029506623","display_name":"AR Ismail","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"AR Ismail","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5103605778","display_name":"TC Melewar","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"TC Melewar","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.1474,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.79612992,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.0031999999191612005,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.0005000000237487257,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.9990000128746033},{"id":"https://openalex.org/keywords/brand-loyalty","display_name":"brand loyalty","score":0.996999979019165},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7829999923706055},{"id":"https://openalex.org/keywords/resort-hotels","display_name":"resort hotels","score":0.7390000224113464},{"id":"https://openalex.org/keywords/servicescape","display_name":"servicescape","score":0.8220000267028809},{"id":"https://openalex.org/keywords/core-services","display_name":"core services","score":0.8149999976158142},{"id":"https://openalex.org/keywords/price-perception","display_name":"price perception","score":0.8230000138282776},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.996999979019165},{"id":"https://openalex.org/keywords/customer-experience-measurement","display_name":"customer experience measurement","score":0.33500000834465027}],"concepts":[{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6149934530258179},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5972801446914673},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5314204692840576},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.49605974555015564},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.45343390107154846},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.4358283579349518},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.42951980233192444},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.31747543811798096},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.14993029832839966},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:bura.brunel.ac.uk:2438/4270","doi":null,"is_oa":true,"landing_page_url":"http://bura.brunel.ac.uk/handle/2438/4270","pdf_url":"http://bura.brunel.ac.uk/handle/2438/4270","source":{"id":"https://openalex.org/S4306401473","display_name":"Brunel University Research Archive (BURA) (Brunel University London)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I59433898","host_organization_name":"Brunel University of London","host_organization_lineage":["https://openalex.org/I59433898"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Conference paper"},{"id":"mag:178880397","doi":null,"is_oa":false,"landing_page_url":"https://bura.brunel.ac.uk/bitstream/2438/4270/1/consumer%20experience.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:bura.brunel.ac.uk:2438/4270","doi":null,"is_oa":true,"landing_page_url":"http://bura.brunel.ac.uk/handle/2438/4270","pdf_url":"http://bura.brunel.ac.uk/handle/2438/4270","source":{"id":"https://openalex.org/S4306401473","display_name":"Brunel University Research Archive (BURA) (Brunel University London)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I59433898","host_organization_name":"Brunel University of London","host_organization_lineage":["https://openalex.org/I59433898"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Conference paper"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W178880397.pdf","grobid_xml":"https://content.openalex.org/works/W178880397.grobid-xml"},"referenced_works_count":134,"referenced_works":["https://openalex.org/W36034188","https://openalex.org/W54930839","https://openalex.org/W102495239","https://openalex.org/W187593979","https://openalex.org/W288850694","https://openalex.org/W562353941","https://openalex.org/W581856974","https://openalex.org/W606596936","https://openalex.org/W621595934","https://openalex.org/W622215940","https://openalex.org/W650267594","https://openalex.org/W1502649080","https://openalex.org/W1502783911","https://openalex.org/W1533505678","https://openalex.org/W1540782222","https://openalex.org/W1546777109","https://openalex.org/W1577960680","https://openalex.org/W1591268244","https://openalex.org/W1604909128","https://openalex.org/W1607573915","https://openalex.org/W1683431614","https://openalex.org/W1689771227","https://openalex.org/W1951310439","https://openalex.org/W1966930701","https://openalex.org/W1969128101","https://openalex.org/W1971127367","https://openalex.org/W1971180967","https://openalex.org/W1971478281","https://openalex.org/W1973647110","https://openalex.org/W1976472070","https://openalex.org/W1978816387","https://openalex.org/W1979907230","https://openalex.org/W1980332117","https://openalex.org/W1983895294","https://openalex.org/W1985280032","https://openalex.org/W1987364024","https://openalex.org/W1988065538","https://openalex.org/W1990336374","https://openalex.org/W1991623719","https://openalex.org/W1993380436","https://openalex.org/W1995561053","https://openalex.org/W1996527692","https://openalex.org/W1999696709","https://openalex.org/W2000053027","https://openalex.org/W2000117884","https://openalex.org/W2008461871","https://openalex.org/W2012238114","https://openalex.org/W2014947617","https://openalex.org/W2015954563","https://openalex.org/W2016097394","https://openalex.org/W2016364797","https://openalex.org/W2017679397","https://openalex.org/W2017783152","https://openalex.org/W2019070935","https://openalex.org/W2021940988","https://openalex.org/W2022720617","https://openalex.org/W2025597167","https://openalex.org/W2026368098","https://openalex.org/W2026374152","https://openalex.org/W2028809046","https://openalex.org/W2029307103","https://openalex.org/W2034194585","https://openalex.org/W2034522817","https://openalex.org/W2037005781","https://openalex.org/W2043947871","https://openalex.org/W2044773838","https://openalex.org/W2049878549","https://openalex.org/W2052440509","https://openalex.org/W2052817005","https://openalex.org/W2053067841","https://openalex.org/W2054831314","https://openalex.org/W2056886756","https://openalex.org/W2057129861","https://openalex.org/W2057555830","https://openalex.org/W2058599614","https://openalex.org/W2059179344","https://openalex.org/W2059364131","https://openalex.org/W2060581635","https://openalex.org/W2062182591","https://openalex.org/W2067859459","https://openalex.org/W2070781198","https://openalex.org/W2073596518","https://openalex.org/W2073893632","https://openalex.org/W2075318833","https://openalex.org/W2076329406","https://openalex.org/W2077617176","https://openalex.org/W2079517825","https://openalex.org/W2081439573","https://openalex.org/W2081774187","https://openalex.org/W2088911103","https://openalex.org/W2093505263","https://openalex.org/W2093661923","https://openalex.org/W2094366085","https://openalex.org/W2100813809","https://openalex.org/W2106032704","https://openalex.org/W2110282136","https://openalex.org/W2115612291","https://openalex.org/W2116152173","https://openalex.org/W2116600072","https://openalex.org/W2118549410","https://openalex.org/W2120523603","https://openalex.org/W2120535949","https://openalex.org/W2121227792","https://openalex.org/W2122912498","https://openalex.org/W2125706233","https://openalex.org/W2131994649","https://openalex.org/W2140205964","https://openalex.org/W2150238205","https://openalex.org/W2151405035","https://openalex.org/W2255826711","https://openalex.org/W2266639535","https://openalex.org/W2308408152","https://openalex.org/W2315353339","https://openalex.org/W2318266617","https://openalex.org/W2318837501","https://openalex.org/W2322174668","https://openalex.org/W2322233365","https://openalex.org/W2328908809","https://openalex.org/W2333057539","https://openalex.org/W2337403921","https://openalex.org/W2343901903","https://openalex.org/W2415603389","https://openalex.org/W2478837940","https://openalex.org/W2480832485","https://openalex.org/W2496408893","https://openalex.org/W2498454620","https://openalex.org/W2615512830","https://openalex.org/W2799071688","https://openalex.org/W3014952447","https://openalex.org/W3015634246","https://openalex.org/W3025702560","https://openalex.org/W3173313522","https://openalex.org/W4235678817","https://openalex.org/W4253196047"],"related_works":["https://openalex.org/W2053859770","https://openalex.org/W179911118","https://openalex.org/W1525078499","https://openalex.org/W2334231064","https://openalex.org/W7019995443","https://openalex.org/W2963275624","https://openalex.org/W574542366","https://openalex.org/W2358035043","https://openalex.org/W7096941507","https://openalex.org/W2468857723"],"abstract_inverted_index":{"Customer":[0],"experience":[1,21,47,85,133],"theory,":[2],"research,":[3],"and":[4,25,39,43,62,96,125],"practice":[5],"represent":[6],"an":[7],"evolving":[8],"area":[9],"of":[10,45,72,79,131,151],"study":[11,32,52,61],"within":[12],"the":[13,19,37,41,63,73,119],"marketing":[14],"discipline.":[15],"Despite":[16],"its":[17],"importance,":[18],"customer":[20,46,49,126,132],"concept":[22],"remains":[23],"vague":[24],"lacks":[26],"a":[27,54,59,69,76,99,115,148],"thorough":[28],"theoretical":[29],"foundation.":[30],"This":[31,66],"addresses":[33],"this":[34,152],"gap":[35],"in":[36,118,140],"literature":[38],"examines":[40],"antecedents":[42],"consequences":[44],"from":[48,58],"perspectives.":[50],"The":[51,89],"provides":[53],"conceptual":[55],"framework":[56,74],"building":[57],"qualitative":[60],"existing":[64],"literature.":[65],"article":[67],"includes":[68],"formal":[70],"test":[71],"using":[75],"large-scale":[77],"survey":[78],"British":[80],"customers":[81,104],"to":[82],"examine":[83],"their":[84,106],"with":[86,108,142],"resort-hotel":[87,109],"brands.":[88],"results":[90],"show":[91],"price":[92],"perception,":[93],"core":[94,123],"services,":[95],"word-of-mouth":[97],"have":[98],"direct":[100],"impact":[101],"on":[102],"how":[103],"interpret":[105],"experiences":[107],"brands;":[110],"perceived":[111],"service":[112],"quality":[113],"plays":[114],"mediatory":[116],"role":[117],"relationship":[120],"between":[121],"servicescape,":[122],"service,":[124],"experience.":[127],"Measuring":[128],"validation":[129],"strength":[130],"upon":[134],"brand":[135],"loyalty":[136],"by":[137],"best":[138],"fit":[139],"combination":[141],"cross-sample":[143],"predictive":[144],"validity":[145],"models":[146],"is":[147],"valuable":[149],"contribution":[150],"study.":[153]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}