From experience to trust: how negative customer journey experiences influence satisfaction and trust
Rubini, Tommaso (A.A. 2024/2025) From experience to trust: how negative customer journey experiences influence satisfaction and trust. Tesi di Laurea in Marketing metrics, Luiss Guido Carli, relatore Michele Costabile, pp. 108. [Master's Degree Thesis]
Full text for this thesis not available from the repository.
Abstract/Index
The customer journey as a strategic asset. The experience economy: from product to journey. Critical touchpoints: where failing costs the most. Trust, satisfaction and emotional drivers of loyalty. The global impact of customer journey. Theoretical framework and literature review. The customer journey experience: from concept to model. Exploring the four dimensions of customer journey experience. Customer satisfaction in a journey-based paradigm. Customer trust: construct, determinants and journey role. Theoretical model and hypotheses development. Research design and analytical framework. Measurement development and survey instruments. Study results. Theoretical implications. Managerial implications.
References
Bibliografia: pp. 83-89.
| Thesis Type: | Master's Degree Thesis |
|---|---|
| Institution: | Luiss Guido Carli |
| Degree Program: | Master's Degree Programs > Master's Degree Program in Marketing (LM-77) |
| Chair: | Marketing metrics |
| Thesis Supervisor: | Costabile, Michele |
| Thesis Co-Supervisor: | Pozharliev, Rumen Ivaylov |
| Academic Year: | 2024/2025 |
| Session: | Extraordinary |
| Deposited by: | Alessandro Perfetti |
| Date Deposited: | 10 Sep 2026 14:13 |
| Last Modified: | 10 Sep 2026 14:13 |
| URI: | https://tesi.luiss.it/id/eprint/46807 |
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