Hospitality and tourism experiences have impeccable capacities of transformation. Drawing on the experience advantage literature, the current research highlights the needs-based mechanisms through ...self-esteem, autonomy, meaningfulness, and relatedness in understanding the transformative power of hospitality and tourism experiences. Through a synthesis of past literature, we first synthesize how these four needs-based mechanisms have been addressed in the hospitality and tourism experience literature. Against the backdrop of socially conditioned trends evolving around the four needs-based mechanisms, we developed a “HEAL” model to outline the transformative functions of hospitality and tourism experiences, which are to Harbor, Evolve, Awaken and Link individuals. Finally, our research calls for additional studies that contribute to advancing hospitality and tourism experiences’ transformative power.
Tourist experience (TX) has been covered by many studies. However, a consensus on the topic still needs to be reached in terms of its dimensions, factors, evaluation methods, and evaluation models. ...Moreover, the COVID-19 pandemic severely affected the tourism sector, and the post-pandemic era could bring about new challenges and opportunities, such as the growing awareness of the need for greener, more sustainable, and more balanced tourism. In this study, we consider TX a particular case of customer experience (CX) and an extension of the user experience (UX) concept. We conducted a systematic literature review addressing the concept of TX and reviewing articles published from 2012 to April 2023, indexed in two significant and relevant databases (Web of Sciences and Science Direct). We addressed research questions concerning (1) TX definition; (2) TX dimensions, attributes, and factors; (3) methods used to evaluate TX; and (4) the post-pandemic TX. We selected and thoroughly analyzed 167 articles. We analyze the TX concept, models, evaluation, and the post-pandemic context. We propose a holistic definition of TX and recommend ways to achieve its better analysis. Lessons learned during the COVID-19 pandemic may be helpful when dealing with future challenges and crises.
Augmented reality (AR) tools can increase the effectiveness of traditional marketing approaches. This study tests the effectiveness of AR advertising in the specific context of holiday mobile app ...marketing. Applying the experience economy framework to the AR marketing response process, this study investigates consumer responses to AR mobile app advertising by measuring shared social experience (which is associated with user-generated viral marketing behavior) and purchase intentions. Results show that immersive new brand experiences enabled by AR positively influence consumer responses. These findings suggest that practitioners should consider combining AR marketing tools with existing marketing approaches to facilitate shared social experience (i.e., unpaid brand endorsement) and increase purchase intentions. Doing so could help marketing campaigns stand out, particularly during competitive holiday marketing periods.
Fitbe is a technological tool that facilitates the comprehensive management of sports spaces and helps users to practice physical activity. User experience is a key aspect to take into account when ...adopting the use of technological tools. The general objective is to analyse the user experience of sports centres with the Fitbe fitness app, as well as to examine the intention to use and exercise with the app in the future according to gender, age and level of education. A sample of 174 people (53 men and 121 women) was used. The user experience questionnaire (UEQ) was used. The results showed that pragmatic qualities had higher values than hedonic qualities, with statistically significant differences according to gender and educational level. A cluster analysis identified three groups according to the level of intention to use the Fitbe tool. Developers of digital tools and applications should consider the user experience when designing such systems to improve the user experience.
Gamification has recently become a popular topic in marketing practice. It is perceived as being a promising way to provide improved consumer experiences and to positively influence consumer ...behavior. An inherent characteristic of gamification is the gameful experience of consumers when using a gamified application. However, no existing measure captures the gameful experience consumers feel when they engage with gamified applications. Based on an extensive literature review and six consecutive studies, the authors develop and validate a new gameful experience scale GAMEX for measuring gameful experience in gamification. The results confirm that the GAMEX is a reliable and valid measure, which is useful for both, researchers and practitioners, and easy to apply in different gamification settings.
•A new scale for measuring gameful experience in gamification GAMEX is developed.•The GAMEX identifies six dimensions of gameful experience.•The GAMEX is reliable, valid, and easy to apply in different gamification settings.
Travellers are demanding authentic, experientially oriented opportunities with more meaningful interactions with locals. The sharing economy has emerged partly as a response to these consumer trends ...with major potential impacts for tourism. This research investigated the phenomenon of authenticity‐seeking tourism and its links to the hospitality sector through consumer choices related to accommodation offered by sharing economy providers. It explored the relationship between perceived authenticity of the “local” experience and its significance when purchasing accommodation. The three themes of unique accommodation interiors and atmosphere, interactions with hosts, and interactions with local culture were found to be important to Airbnb users.
The experience of time passing (ETP) is also the consciousness of the progress of life. ETP contributes to time regulation and life management, which basically conforms to the metacognitive theory. ...Also, the traditional Chinese cultural approach to time emphasizes ETP. It is an indispensable part of Chinese education and culture to strengthen one's appreciation of time by emphasizing the passage of time. In combination with the above two points, ETP equals metacognitive experience of time passing (METP) to a certain extent. However, we currently know little about the connotations of METP. To better understand traditional Chinese time culture, and referring to the concept of metacognition and model of time experience as proposed by Western scholars, the current study combined the results of open and semi-structured interviews, to explore the structure of METP in Chinese college students and developed a questionnaire with which to measure it. Using convenience sampling, 2,876 college students were recruited, the interview, and the reliability and validity tests were carried out. Five hundred and seventy-nine college students were tested a second time to investigate the correlation validity between METP and Ruminative Responses, time attitude, and meaning in life. The results led to the development of the METP Scale which contains 15 items and assesses two factors: ruminative and emotional experience of time passing. The two-factor model was well fitted, and invariable in measurements across gender, grade, and major. The internal consistency coefficients of the scale and its two factors ranged from 0.82 to 0.89, the half-point reliability between 0.76 and 0.88, and the retest reliability ranged from 0.77 to 0.78. METP Scale has good correlation validity, meanwhile, the results of regression analysis showed that symptom rumination, positive past, negative present, positive future, and searching for meaning in life significantly predict the intensity of METP.
The article offers a much-needed definition and conceptualization of the luxury patient experience (LPX) through applying customer experience (CX) theory to the patient experience (PX). The author ...highlights the important differences between the luxury patient, regular patient, and/or patient on the bottom of the service pyramid. The article proposes the implications these differences have for successfully managing the luxury patient experience. Based upon an investigation of prior customer experience and patient experience research, the article submits a definition of both, patient experience and luxury patient experience. The luxury patient experience conceptualization will influence service providers and their experience design and implementation practices. The article outlines fruitful avenues for future research in the patient luxury experience domain by proposing a shift from healthcare to wealthcare.
This study examines the effects of personalization and hedonic motivation on customer experience and its loyalty outcomes in omnichannel retail context. The study develops eight hypotheses which are ...tested using two survey samples (Finland (n = 2084) and Sweden (n = 2334). In addition, empirical analysis includes 20 semi-structured interviews. The findings support all the hypotheses confirming the positive relationships personalization and hedonic motivation have on cognitive and emotional customer experience components. Further, the positive effects of customer experience on loyalty are confirmed. The results provide both theoretical and managerial insights for improved CX and customer loyalty.
Luxury brands claim to offer consumers pleasure and prestige and deliver high profits to retailers. While the global demand for luxury goods is increasing, consumers expect that the purchasing ...process these goods will accommodate their preferences on how, where, and when they want to purchase them. The changing nature of luxury markets and customers' purchasing behavior makes it necessary to understand why customers would choose an online channel to purchase luxury offerings. What are the features that make so appealing, attracting consumers towards them? Our study explores customers' motivations, the benefits and the experiences they are expecting and perceiving from the Online Luxury Experience (OLX). We examine the OLX and establish three corresponding luxury customer segments using online channels to purchase their luxury goods and services: the purists, opportunists, and e-lux. We highlight the differences between the segment's customer journeys and the implications for theory and luxury customer experience management.
PDF
