Rondán Cataluña, Francisco Javier2018-08-132018-08-132017Gao, L., Melero, I. y Sesé, J. (2017). Equity drivers and the customer experience. En XXIX Congreso de Marketing AEMARK (1458-1464), Sevilla: ESIC.978-84-17129-34-7https://hdl.handle.net/11441/78064Customer experience has become a top priority for business managers and marketing scholars. However, research on this topic remains relatively scarce, particularly with regard to the drivers of the customer experience. To bridge this important gap, we propose a unified framework to understand the customer experience that integrates the customer’s perceptions of value, brand and the relationship, i.e. the three equity drivers, and test it empirically in a service setting. This study intends to demonstrate that the three equity drivers are central to explaining the way individuals perceive their experiences with the firm and its products and services.application/pdfengAttribution-NonCommercial-NoDerivatives 4.0 Internacionalhttp://creativecommons.org/licenses/by-nc-nd/4.0/Customer experienceEquity driversFinancial servicesinfo:eu-repo/semantics/conferenceObjectinfo:eu-repo/semantics/openAccess