CONSUMEREX – Consumer Experience Model. A multidimensional model of services evaluation. Application in the sport context.

This paper proposes a new service evaluation model: Consumerex – Consumer Experience Model. The model integrates theoretical advances from the fields of service marketing and relationship marketing and uses a multidimensional approach to assess all constructs that typically are considered in the evaluation of a service: quality, satisfaction, perceived value, and loyalty. Moreover, the model includes new sub-dimensions such experiential quality and experiential satisfaction, which are expected to be particularly relevant in services where customers are co-producers. The application of the model in the context of sport marketing is suggested.