Experiential Value and Experiential Quality

Abstract

The importance of providing an experience that will make the customer feel special is better understood by businesses today. It is essential for businesses to consider customer experiences, experiential value, and experiential quality with a strategic management approach focused on market success, target profitability, and global brand image. In this chapter, the concepts of experiential value, experiential quality, and the relationship between experiential value and experiential quality are examined. The chapter aims to reveal the role and importance of experiential value and experiential quality in achieving a competitive advantage for businesses. Studies in the literature show that experiential value and experiential quality reveal that it is effective in consumer decisions such as customer satisfaction, repurchase, and recommendation. Hence, businesses need to determine their marketing strategies by taking into account what kind of experience their customers want to have with their products and services.