Experience goods and customer satisfaction measurement.

Aim of this paper is to develop an instrument to measure customer satisfaction with reference to the entire consumption experience of an experience good. Experience is defined as a new dimension of offer: a combination of goods and services enriched by sensations. Experiential marketing has innovative features. This has effects on all phases constituting a consumption experience. We look for relevant aspects in the consumption process, related to satisfaction, through a literature review and an exploratory survey. A list of items is proposed to a sample and the scale is evaluated for validity and reliability with satisfactory results.