Brand experience is conceptualized as sensations, feelings, cognitions, and behavioral responses evoked by brand-related stimuli that are part of a brand's design and identity, packaging, ...communications, and environments. The authors distinguish several experience dimensions and construct a brand experience scale that includes four dimensions: sensory, affective, intellectual, and behavioral. In six studies, the authors show that the scale is reliable, valid, and distinct from other brand measures, including brand evaluations, brand involvement, brand attachment, customer delight, and brand personality. Moreover, brand experience affects consumer satisfaction and loyalty directly and indirectly through brand personality associations. PUBLICATION ABSTRACT
Adverse childhood experiences (ACEs) are linked with negatively impacting child and adult health outcomes. Clinicians are integral in identifying childhood adversities and offering supportive ...measures to minimize negative effects. This systematic literature review included 13 ACE studies that examined the acceptability, feasibility, and implementation of ACE screenings from the perspectives of clinicians and patients. The findings of this review can assist clinicians in considering the appropriateness of ACE screenings for their patients and the ethical and practical issues that must be addressed for effective screening implementation.
•Patients find adverse childhood experience (ACE) questionnaires an acceptable part of care and are willing to review with their clinician.•Patients and clinicians report discussing ACE screens improves the patient-clinician relationship.•ACE screenings are feasible to incorporate into a variety of health care settings, including outpatient visits and home visits.•The successful implementation of ACE screenings includes education and training for clinicians and support staff.•The availability of local resources should be assessed and a referral system in place before implementing ACE screenings.
Customer reviews offer scope for better understanding the customer experience (CX), which may be leveraged to improve firms' CX performance. We extend the Touchpoints, Context, Qualities (TCQ) ...nomenclature by integrating it with the ARC value-creation elements and the multiple dimensions of CX. Our extended TCQ framework comprises nine building blocks to delineate dynamic what we term CX performance trajectories. We test our framework by collecting verbatim text-based reviews, and transforming them into two robust data sets (weekly, and monthly), which we examine using a dynamic Hidden Markov Model. We identify three levels of CX performance states and the migrations paths between them. We find that the building blocks coherently express mechanisms that are effective at the weekly and monthly levels for helping firms improve, and prevent deterioration of, CX performance. This research enriches the CX and TCQ literature. In particular, we derive actionable guidance for managers to facilitate the dynamic management of their firm’s CX performance.
Entrepreneurial (i.e. business ownership) experience may enable some entrepreneurs to temper their comparative optimism in subsequent ventures. The nature of entrepreneurial experience can shape how ...entrepreneurs adapt. Using data from a representative survey of 576 entrepreneurs in Great Britain, we find that experience with business failure was associated with entrepreneurs who are less likely to report comparative optimism. Portfolio entrepreneurs are less likely to report comparative optimism following failure; however, sequential (also known as serial) entrepreneurs who have experienced failure do not appear to adjust their comparative optimism. Conclusions and implications for entrepreneurs and stakeholders are discussed.
The conceptual framework proposed herein reveals how firms might establish a human experience focus, using both systematized and non-systematized knowledge to identify points of pain and gain. Such ...efforts align with the critical need for firms to develop their approaches to the customer experience, by moving beyond addressing how customers respond to their offerings and toward thinking about the human experience of how firms respond to customers’ ambitions, beliefs, values, and feelings to interact in the manner customers prefer. To create a human experience, firms must manage it in relation to touchpoints, personalization, operations, and company culture, using systematized knowledge to monitor the experience, identify problems, and make improvements, together with non-systematized knowledge to innovate in relation to the experience.
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Understanding customer experiences through customer journeys has become a managerial priority. The customer experience literature divides customer journeys into stages, but these divisions disregard ...the customer’s perspective. Research has shown that individuals partition extended processes—such as customer journeys—into events, thereby influencing how they subsequently remember their experiences. Therefore, this paper seeks to conceptualize customer journey partitioning and its influence on the remembered experience. Based on the event segmentation and experienced utility literature, we propose that customers partition their journeys when they encounter distinctive changes, and that the interaction of customer journey partitioning and the sequence of lived experiences influences the remembered experience. We then discuss implications for customer journey design and present boundary conditions that provide nuance to these implications. This paper contributes to the customer experience literature by conceptualizing customer journey partitioning, understanding its influence on the remembered experience, and proposing new dimensions for customer journey design.
Metaverse is the next disruptive technology that will impact society in the coming decades, by enabling immersive experiences in both virtual and physical environments. Although still conceptual, ...Metaverse converges the physical and digital universe, allowing users to seamlessly traverse between them. Digital immersion offers opportunities for people to travel in time, supporting users to experience virtually ancient encounters, space explorations or dangerous natural phenomena, such as volcano eruptions. Users can explore immersive environments for working, learning, transacting, exploring interests and socialising with others. This is already evident in gaming ecosystems, where gamers effectively interact in the metaverse. Although still experimental, Metaverse is expected to revolutionize travel and tourism management and marketing. It empowers destination awareness, positioning and branding, as well as coordination and management, through digital twins. Metaverse provides opportunities to support trip planning, interaction and engagement, effectively transforming consumer behaviour. Visiting and engaging with destinations virtually is expected to motivate real travel, rather than replace it. This paper provides a vision of how Metaverse can revolutionize tourism experiences and transform tourism management and marketing. Drawing on a systematic review of scholarly works, articles from media and industry reports, this study defines and conceptualizes the Metaverse ecosystem for tourism and travel. It explores the foundations of the disruptions that Metaverse brings to tourism destinations and organisations and identifies the building blocks of Metaverse tourism. The study outlines research directions so that the tourism industry can take full advantage of the Metaverse capabilities and opportunities emerging as well as identify challenges for the future.
The flourishing positive psychology field has Flow as a core construct. This systematic review of 185 articles examines Flow's concept, to analyse it theoretically, methodologically, empirically, and ...to provide an agenda for Tourism research. This paper adds to the knowledge in tourism psychology by exploring the Flow framework's core elements, incorporating its drivers, processes and outcomes, as an instrument to improve tourists' experiences. The study suggests the relevance of considering the tourist's characteristics and both the positive and negative outcomes of the Flow experience and other concepts, such as immersion or cognitive stimulation. Extant studies often use the Flow state scale as a measurement tool, but new opportunities are offered by using physiology instruments. Several propositions are put forth to foster the investigation on Flow in the tourism field, and to further the understanding of the tourists' behaviour and experience.
•A systematic literature review of the Flow Experience concept is offered.•The Flow framework is proposed as an instrument to improve tourists' experiences.•Findings suggest that research focusing Flow in tourism experiences is required.•A research agenda for Tourism from the Flow Experience perspective is proposed.
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