EXQ: A Multiple-Item Scale for Assessing Customer Experience In ...

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  Appendices Appendix A: Scale Development Process to Measure Customer Experience Quality 6 
  Appendix B: Profile of the Two Samples Variable Exploratory Study Confirmatory Study Age in Years Percentage Percentage 18-25 2.20 3.10 26-35 36.00 34.40 36-45 29.30 28.10 46-55 20.90 20.00 56-64 11.60 10.60 65 + NA ª 3.80 Sex Male 64.00 60.20 Female 46.00 39.80 Level of Education High School or less 31.90 36.00 Some College 47.50 50.30 College Graduate 12.80 12.40 Graduate School 7.8 1.3 7 
Page 1 and 2:   EXQ: A Multiple-Item Scale for
Page 3 and 4:   that represent four service exp
Page 5:   Our study discovers that the fo
Page 9 and 10:   Appendix D: Measures of Study C
Page 11 and 12:   Appendix E: Measurement Reliabi
Page 13 and 14:   REFERENCES Abbott, L. (1955), Q
Page 15 and 16:   Diamantopoulos, A. and H. Winkl
Page 17 and 18:   McAlister, L. and R.K.. Srivast
Page 19:   Walsh, G. and S. Beatty (2007),

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