@article{article_869314, title={THE CUSTOMER EXPERIENCE MEASUREMENT SCALE}, journal={İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi}, volume={20}, pages={1247–1268}, year={2021}, DOI={10.46928/iticusbe.869314}, author={Tavşan, Nihat and Erdem, Yusuf Can}, keywords={Müşteri Deneyimi Ölçeği, Müşteri Deneyimi Ölçümü, Ölçek Geliştirme}, abstract={By the beginning of the second millennium, the customer experience (CX) concept has emerged to enable companies to achieve a sustainable competitive advantage. This concept has been embraced by both academicians and practitioners but the absence of a reliable and representative measurement instrument in this domain has been as a major concern. The aim of this study is to sift through the available literature, conduct inductive and deductive studies and then present a valid and reliable customer experience scale to academicians and researchers to be further evaluated. The development phase started with literature review, followed by focus group interviews and in-depth interviews. The inductive studies went on through content validity and face validity studies. Following the completion of four inductive studies, a total of five deductive studies referring to the experiences of 4229 in eight different industries were employed. Purpose: The aim of this study is to examine the current scientific literature and to present a workable Customer Experience scale that can be used by academics and practitioners. Method/Design/Methodology/Approach: The development phase started with literature review, followed by focus group interviews and in-depth interviews. The inductive studies went on through content validity and face validity studies. Findings: As a result of the battery of research a valid and reliable scale is developed. Originality: The study sets forth a scale that can be used in both by academics and pracititioners.}, number={42}, publisher={İstanbul Ticaret Üniversitesi}