EXPERIENTIAL STATE AND EFFECT OF FACTORS ON THE DIMENSIONS OF OFFER IN A SERVICE COMPANY - Using Confirmatory Factor Analysis: A Five Factor Model

Erick Guerrero Camacho, Richard Huamán Ramirez

Abstract

In recent years, experience is one of the major topics regarding the business world, which involves even more the research in management and engineering. Customer experience is conceptualized in management as the unforgettable event where the customer, the product and/or service, and the environment interact, and where customers respond in a sensorial, affective, intellectual, behavioral and social fashion to stimuli provoked by companies or brands. Experience Engineering identifies these stimuli as clues about experience and centralizes on the proposal of humanistic y mechanical contexts, having as sources: the product, the service, and the environment. Among the research it is possible to identify, through a scientific study using Confirmatory Factor Analysis, the experiential state of the San Antonio Bakery, and the effect of generated factors on the dimensions of an experientially conceptualized offer. It is found that humanistic contexts influence considerably on affective, intellectual and behavioral experiences of customers, and that mechanical contexts influences considerably on sensorial and affective experiences.

References

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Paper Citation


in Harvard Style

Guerrero Camacho E. and Huamán Ramirez R. (2012). EXPERIENTIAL STATE AND EFFECT OF FACTORS ON THE DIMENSIONS OF OFFER IN A SERVICE COMPANY - Using Confirmatory Factor Analysis: A Five Factor Model . In Proceedings of the 1st International Conference on Operations Research and Enterprise Systems - Volume 1: ICORES, ISBN 978-989-8425-97-3, pages 480-483. DOI: 10.5220/0003762504800483


in Bibtex Style

@conference{icores12,
author={Erick Guerrero Camacho and Richard Huamán Ramirez},
title={EXPERIENTIAL STATE AND EFFECT OF FACTORS ON THE DIMENSIONS OF OFFER IN A SERVICE COMPANY - Using Confirmatory Factor Analysis: A Five Factor Model},
booktitle={Proceedings of the 1st International Conference on Operations Research and Enterprise Systems - Volume 1: ICORES,},
year={2012},
pages={480-483},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003762504800483},
isbn={978-989-8425-97-3},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 1st International Conference on Operations Research and Enterprise Systems - Volume 1: ICORES,
TI - EXPERIENTIAL STATE AND EFFECT OF FACTORS ON THE DIMENSIONS OF OFFER IN A SERVICE COMPANY - Using Confirmatory Factor Analysis: A Five Factor Model
SN - 978-989-8425-97-3
AU - Guerrero Camacho E.
AU - Huamán Ramirez R.
PY - 2012
SP - 480
EP - 483
DO - 10.5220/0003762504800483