@article{2016,title={MEASURING CUSTOMER EXPERIENCE: A SCALE ADAPTATION},abstractNode={The aim of the article is postulating a scale adaptation to measure “Customer Experiences” in Banking Industry. Customer Experiences gained importance especially in recent years. In cut-throat competition ground, keeping existing customers is more important than ever. Like any other concept, managing the retention processes, needs measurability. Through the measurement brands and companies may understand their current position regarding customer ex-perience they offer and take necessary accordingly. In order to adapt the scale previous scales were examined and the adaptation process was validated through discriminant validity, convergent validity, face validity contexts. The results suggested that the adapted scale can reliably be used in further studies.},author={A.Nihat TAVŞAN},year={2016},journal={The Journal of Academic Social Science}}