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Abstract The current study proposes and tests a theoretical model of the relationship among service outcome quality, interaction quality, peer-to-peer quality, and customer experience quality, and the impact of customer experience quality on customer loyalty. The findings indicate that service outcome quality, interaction quality, and peer-to-peer quality perceptions significantly influence customer experience quality, which, in turn, influences customer loyalty. Furthermore, the findings show that the relationship between the antecedents of customer experience quality, service outcome quality and peer-to-peer quality, and customer experience quality are moderated by gender. KEYWORDS: service outcome qualityinteraction qualitypeer-to-peer qualitycustomer experience qualitycustomer loyalty Notes a Composite reliability: (∑λi)2/(∑λi)2 + ∑ivar(ϵi), where λi is the component loading to an indicator and var(ϵi) = 1 − λi2. b Average variance extracted: ∑λi2/∑λi2 + ∑ivar(ϵi). Note. Intercorrelations are presented in the lower triangle of the matrix. Standard errors appear in the parentheses. Squared correlations are given in the upper triangle of the matrix. **p < .01. *p < .05. **p < .01.
Kim et al. (Thu,) studied this question.