Measuring Gen-Y Customer Experience in the Banking Sector

1. Brakus, J., Schmitt, B., Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? // Journal of Marketing. Vol. 73, No. 3, pp. 52–68. doi:10.1509/jmkg.73.3.52.10.1509/jmkg.73.3.52Open DOISearch in Google Scholar

2. Carbone, L., Haeckel, S. (1994). Engineering Customer Experiences // Marketing Management Magazine. Internet access: <http://bit.ly/2jHfNac>, [accessed: May 6, 2017].Search in Google Scholar

3. DNB Annual Report. (2016). Internet access: <https://www.dnb.lt/sites/default/files/dokumentai/finansines%20ataskaitos/annual_report_2016.pdf>, [accessed: May 5, 2017].Search in Google Scholar

4. Dube, L., Chebat, J., Morin, S. (1995). The Effects of Background Music on Consumers’ Desire to Affiliate in Buyer-Seller Interactions // Psychology & Marketing. Vol. 12, No. 4, pp. 305–319. doi:10.1002/mar.422012040710.1002/mar.4220120407Open DOISearch in Google Scholar

5. Engel, J., Blackwell, R. D., Miniard, P. W. (1994). Consumer Behaviour. Chicago: Dryden Press.Search in Google Scholar

6. European Financial Marketing Association, Oracle Financial Services (2010). Internet access: http://bit.ly/1cdB8gt>, [accessed: July 22, 2017].Search in Google Scholar

7. Farah, P., Macaulay, J., Ericsson, J. (2010). The Next Growth Opportunity for Banks. Internet access: <http://bit.ly/2xNMwAV>, [accessed: July 30, 2017].Search in Google Scholar

8. Gentile, C., Spiller, N., Noci, G. (2007). How to Sustain the Customer Experience: An Overview of Experience Components that Cocreate Value with the Customer // European Management Journal. Vol. 25, No. 5, pp. 395–410. doi: 10.1016/j.emj.2007.08.005.10.1016/j.emj.2007.08.005Search in Google Scholar

9. Glass, A., (2007). Understanding Generational Differences for Competitive Success // Industrial and Commercial Training. Vol. 39, No. 2, pp. 98–103. doi: 10.1108/00197850710732424.10.1108/00197850710732424Open DOISearch in Google Scholar

10. Grove, S., Fisk, R. (1997). The Impact of Other Customers on Service Experiences: A Critical Incident Examination of “Getting Along” // Journal of Retailing. Vol. 73, No. 1, pp. 63–85. doi:10.1016/S0022-4359(97)90015-4.10.1016/S0022-4359(97)90015-4Search in Google Scholar

11. Hasony, S., Gilbert, D. (2009). Measuring Tourists’ Emotional Experiences toward Hedonic Holiday Destinations // Journal of Travel Research. Vol. 49, No. 4, pp. 513–526. doi:10.1177/0047287509349267.10.1177/0047287509349267Open DOISearch in Google Scholar

12. Hoch, S. J. (2002). Product Experience is Seductive // Journal of Consumer Research. Vol. 29, No. 3, p. 448–454. doi:10.1086/344422.10.1086/344422Open DOISearch in Google Scholar

13. Hoffman, K., Turley, L. (2002). Atmospherics, Service Encounters and Consumer Decision Making: An Integrative Perspective // Journal of Marketing Theory and Practice. Vol. 10, No. 3, pp. 33–47. doi: 10.1080/10696679.2002.11501918.10.1080/10696679.2002.11501918Search in Google Scholar

14. Holbrook, M., Hirschman, E. (1982). The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun // Journal of Consumer Research. Vol. 9, No. 2, pp. 132–140. doi:10.1086/208906.10.1086/208906Open DOISearch in Google Scholar

15. Hu, C., Huang, L., Zhang, X. (2013). Consumer Experience Analysis. Jonkoping International Business School, Jonkoping University.Search in Google Scholar

16. Juttner, U., Schaffner, D., Windler, K., Maklan, S. (2013). Customer Service Experiences: Developing and Applying a Sequential Incident Laddering Technique // European Journal of Marketing. Vol. 47, No. 5/6, pp. 738–769. doi:10.1108/03090561311306769.10.1108/03090561311306769Open DOISearch in Google Scholar

17. Kavounis, Y. (2008). The Millennial Effect // Brand Strategy. pp. 49–51. Internet access: <http://bit.ly/2wsAEUz> [accessed: July 22, 2017].Search in Google Scholar

18. Kim, S., Cha, J., Knutson, B., Beck, J. (2011). Development and Testing of the Consumer Experience Index (CEI) // Managing Service Quality: An International Journal. Vol. 21, No. 2, pp. 112–132. doi:10.1108/09604521111113429.10.1108/09604521111113429Open DOISearch in Google Scholar

19. Knutson, B., Beck, J., Kim, S., Cha, J. (2009). Identifying the Dimensions of the Guest’s Hotel Experience // Cornell Hospitality Quarterly. Vol. 50, No. 1, pp. 44–55. doi: 10.1177/1938965508326305.10.1177/1938965508326305Open DOISearch in Google Scholar

20. Kropas, S., Čiapas, L., Šidlauskas, G., Vengraitis, D. (2013). Banko finansų valdymas: krizės pamokos ir reguliavimo priemonių poveikis. - Vilnius: Vilnius University Press.Search in Google Scholar

21. Lemke, F., Clark, M., Wilson, H. (2011). Customer Experience Quality: An Exploration in Business and Consumer Contexts Using Repertory Grid Technique // Journal of the Academy of Marketing Science. Vol. 39, No. 6, pp. 846-869. doi:10.1007/s11747-010-0219-0.10.1007/s11747-010-0219-0Open DOISearch in Google Scholar

22. Littman, S. (2008). Welcome to the New Millennials // Response Magazine. pp. 74–80. Internet access: <http://bit.ly/2xNOTnl>, [accessed: May 14, 2017].Search in Google Scholar

23. Martin, C. (1996). Consumer-to-Consumer Relationships: Satisfaction with Other Consumers’ Public Behavior // Journal of Consumer Affairs. Vol. 30, No. 1, pp. 146–169. doi:10.1111/j.1745-6606.1996.tb00729.x10.1111/j.1745-6606.1996.tb00729.xOpen DOISearch in Google Scholar

24. Meyer, C., Schwager, A. (2007). Understanding Customer Experience // Harvard Business Review. Vol. 85, No. 2, pp. 117–126. Internet access: <http://www.dlls.univr.it/documenti/Avviso/all/all999201.pdf>, [accessed: May 10, 2017].Search in Google Scholar

25. Mittal, V., Kumar, P., Tsiros, M. (1999). Attribute-level performance, satisfaction, and behavioural intentions over time: a consumption-system approach // Journal of Marketing. Vol. 63, No. 2, pp. 88–101. doi:10.2307/1251947.10.2307/1251947Open DOISearch in Google Scholar

26. Noren, A. (2012). Experiential Marketing, Comunicacio Interactiva. Internet access: <http://bit.ly/2wDhZAs>, [accessed June 6, 2017].Search in Google Scholar

27. Novak, T., Hoffman, D., Yung, Y. (2000). Measuring the Customer Experience in Online Environments: A Structural Modelling Approach // Marketing Science. Vol. 19, No. 1, pp. 22–42. doi:10.1287/mksc.19.1.22.15184.10.1287/mksc.19.1.22.15184Open DOISearch in Google Scholar

28. Oh, H., Fiore, A., Jeoung, M. (2007). Measuring Experience Economy Concepts: Tourism Applications // Journal of Travel Research. Vol. 46, No. 2, pp. 119–132. doi:10.1177/0047287507304039.10.1177/0047287507304039Open DOISearch in Google Scholar

29. Otto, J., Ritchie, J. (1996). The Service Experience in Tourism // Tourism Management. Vol. 17, No. 3, pp. 165–174. doi:10.1016/0261-5177(96)00003-9.10.1016/0261-5177(96)00003-9Open DOISearch in Google Scholar

30. Parsuraman, A., Zeithaml, V. A., Berry, L. L. (1988). A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality // Journal of Retailing. Vol. 64, No. 1, pp. 12–40. Internet access: < http://bit.ly/2t0KpnO>, [accessed May 6, 2017].Search in Google Scholar

31. Pine II, B., Gilmore, J. H. (1998). Welcome to the Experience Economy // Harvard Business Review. Vol. 176, No. 4, pp. 97–105. Internet access: < https://hbr.org/1998/07/welcome-to-the-experience-economy>, [accessed April 14, 2017].Search in Google Scholar

32. Pine, B., Gilmore, J. (1999). The Experience Economy. 1^st Ed. - Boston: Harvard Business School Press.Search in Google Scholar

33. Prahalad, C., Ramaswamy, V. (2004). Co-creation Experiences: The Next Practice in Value Creation // Journal of Interactive Marketing. Vol. 18, No. 3, pp. 5–14. doi: 10.1002/dir.20015.10.1002/dir.20015Open DOISearch in Google Scholar

34. Miller, R. K. (2011). Consumer Behavior 2011: Millennial Consumers, Richard K. Miller and Associates (RKMA), Loganville: Loganville, GA.Search in Google Scholar

35. Rose, S., Clark, M., Samouel, P., Hair, N. (2012). Online Customer Experience in e-Retailing: An Empirical Model of Antecedents and Outcomes // Journal of Retailing. Vol. 88, No. 2, pp. 308–322. doi:10.1016/j.jretai.2012.03.001.10.1016/j.jretai.2012.03.001Open DOISearch in Google Scholar

36. Schmitt, B. (1999). Experiential Marketing // Journal of Marketing Management. Vol. 15, pp. 53–67. doi:10.1362/026725799784870496.10.1362/026725799784870496Open DOISearch in Google Scholar

37. SEB Annual Report. (2016). Internet access: <https://sebgroup.com/siteassets/investor_relations1/annual_reports/annual_report_2016.pdf>, [accessed May 5, 2017].Search in Google Scholar

38. SEB banko tyrimas: jauni lietuviai nuosavo verslo imasi dvigubai rečiau negu estai (2015). Internet access: <https://www.seb.lt/naujienos/2015-10-06/seb-tyrimas-jauni-lietuviai-nuosavo-verslo-imasi-dvigubai-reciau-negu-estai>, [accessed May 29, 2017].Search in Google Scholar

39. Seeley, J. (2011). Balance Technology and Human Touch for the Ultimate Customer Experience. Internet access: <http://bit.ly/2f7mBZG>, [accessed May 16, 2017].Search in Google Scholar

40. Slatten, T., Mehmetoglu, M., Svensson, G., Sværi, S. (2009). Atmospheric Experiences that Emotionally Touch Customers // Managing Service Quality: An International Journal. Vol. 19, No. 6, pp. 721–746. doi:10.1108/09604520911005099.10.1108/09604520911005099Open DOISearch in Google Scholar

41. Soderlund, M., Rosengren, S. (2008). Revisiting the Smiling Service Worker and Customer Satisfaction // International Journal of Service Industry Management. Vol. 19, No. 5, pp. 552–574. doi: 10.1108/09564230810903460.10.1108/09564230810903460Open DOISearch in Google Scholar

42. Stein, A., Ramaseshan, B. (2016). Towards the Identification of Customer Experience Touch Point Elements // Journal of Retailing and Consumer Services. Vol. 30, pp. 8–19. doi:10.1016/j.jretconser.2015.12.001.10.1016/j.jretconser.2015.12.001Open DOISearch in Google Scholar

43. Strauss, W., Howe, N. (1991). Generations: The History of America’s Future, 1584 to 2069. - New York: Quill/William/Morrow.Search in Google Scholar

44. Swedbank Annual Report (2016). Internet access: <https://www.swedbank.com/idc/groups/public/@i/@sbg/@gs/@ir/documents/financial/cid_2238210.pdf>, [accessed May 5, 2017].Search in Google Scholar

45. Tynan, C., McKechnie, S. (2009). Experience Marketing: A Review and Reassessment // Journal of Marketing Management. Vol. 25, No. 5–6, pp. 501–517. doi:10.1362/026725709X461821.10.1362/026725709X461821Open DOISearch in Google Scholar

46. van Vatershur. (2002). Marketing Mix. Theory of Marketing. - St. Petersburg: Peter.Search in Google Scholar

47. Wakefield, K., Blodgett, J. (1999). Customer Response to Intangible and Tangible Service Factors // Psychology and Marketing. Vol. 16, No. 1, pp. 51–68. doi:10.1002/(SICI)1520-6793(199901)16:1<51::AIDMAR4>3.0.CO;2-0.10.1002/(SICI)1520-6793(199901)16:1<51::AIDMAR4>3.0.CO;2-0Open DOISearch in Google Scholar

48. Walter, U., Edvardsson, B., Öström, Å. (2010). Drivers of customer’ Service Experiences: A Study in the Restaurant Industry // Managing Service Quality: An International Journal. Vol. 20, No. 3, pp. 236–258. doi:10.1108/09604521011041961.10.1108/09604521011041961Open DOISearch in Google Scholar

49. Wu, C., Liang, R. (2011). The Relationship between White-Water Rafting Experience Formation and Customer Reaction: A Flow Theory Perspective // Tourism Management. Vol. 32, No. 2, pp. 317–325. doi:10.1016/j.tourman.2010.03.001.10.1016/j.tourman.2010.03.001Open DOISearch in Google Scholar