Document Type : Research Paper

Authors

• Mojgan Fatehnia ¹
• Fatemeh Salarvandian ²
• Mahdi Karoubi ³

¹ Master of Science in Tourism Management, Faculty of Management and Accounting, Allameh Tabataba'i University, Tehran/Iran

² Assistant Professor/Tourism Department, Faculty of Management and Accounting, Allameh Tabataba'i University, Tehran/Iran

³ Professor, Department of Tourism, Faculty of Management and Accounting, Allameh Tabataba'i University, Tehran/Iran

Abstract

The aim of this research is to adapt and develop the Customer Experience Quality (EXQ) model in leisure spaces with an emphasis on gender dimensions. The research method was mixed. In the qualitative phase, semi-structured interviews were used to collect data with ten experts. In the quantitative stage, data was collected using a researcher-made questionnaire from a sample size of 221 customers of female cafes in the IranShahr neighborhood of Tehran. The data were analyzed using exploratory and confirmatory factor analysis. Therefore, the EXQ model was expanded from 4 dimensions to 8 dimensions in the context of cafes and in the field of female customers. This model can be used to improve the planning and management of female customer experience in cafes.

Keywords

• Experience Economy
• Customer Experience Quality
• Third Place
• Iranshahr Neighborhood of Tehran
• EXQ Model

Main Subjects

• business management