A set of measurement scales to measure the influence of service-dominant-logic on consumer customer experience

Agarwal, Poorvi; Glanfield, Keith; Bolton, Niki; Almoraish, Ahmed

Marketing and Retail

Marketing and Retail Developmental Paper Session

A set of measurement scales to measure the influence of service-dominant-logic on consumer customer experience

Poorvi Agarwal Cardiff Metropolitan University

Keith Glanfield Cardiff Metropolitan University

Niki Bolton Cardiff Metropolitan University

Ahmed Almoraish Cardiff University

Abstract

Over the past 15 years customer experience and customer experience management has come to prominence both in academic marketing research and in marketing practice. This paper presents a case for developing a set of measurement scales to measure the influence of service-dominant-logic on consumer customer experience. It presents a new clustering of customer experience definitions (three clusters and six sub-dimensions), identifies the goods dominant logic nature of current customer experience measurement scales, presents a case to incorporate service dominant logic into customer experience research and finally proposes a set of new measurement scales.

Primary Track

Marketing and Retail

Published in BAM2025 Conference

Publisher X-CD Journal

Date of Conference September 1–5, 2025

Menu

A set of measurement scales to measure the influence of service-dominant-logic on consumer customer experience

Abstract

Primary Track