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304 Customer experience > Klaus And Maklan 2012 > Flashcards

Klaus And Maklan 2012 Flashcards

1
Q

Klaus and maklan 2012 model

A

Drivers

Product experience
Focus outcome
Moments of truth
Peace of mind

Outcomes

Loyalty , satisfaction, wom

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2
Q

Peace of mind - benopudi and berry 1997

A

emotional benefits experienced based on the perceived expertise of an online service provider

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3
Q

Peace of mind functions

A 
Expertise (boss)
Convenience retention (Apple Pay)
Process ease (amazon one click)
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4
Q

Doyle et al 2000

A

Customers weigh up perceived value between alternatives, choosing the best one

  • effective experience constitutes to perceived value
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5
Q

Brown et al 2005

A

Wom is highly credible information

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304 Customer experience (4 decks)

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