Identifying the Dimensions of the Experience Construct

Abstract

This article identifies the underlying dimensions of a consumer's experience. Data are collected through a Web-based survey using samples from three Internet distribution channels (n = 397). Exploratory factor analysis is employed. Scale-development procedures result in a seven-factor model consisting of Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust. Implications for management and future research are presented.

An epistemological view of consumer experiences

“…Knutson and Beck (2003) proposed a model that relates experience to expectations, perceptions, service quality, value, and satisfaction. Quan and Wang's (2004) conceptual model of tourist experiences looked at peak, supporting, and daily routine experiences, and Knutson et al (2009) formulated the consumer experience index, designed to identify the underlying dimensions of a consumer's experience as an accompaniment to the American Customer Satisfaction Index (ACSI).…”

Understanding and managing the rural tourism experience — The case of a historical village in Portugal

“…The benefits of the tourism experience are thus not restricted to functional or utility values, but include social, emotional, hedonic and symbolic dimensions, mediated by the senses (Hirschman & Holbrook, 1982;Knutson & Beck, 2004).…”

“…Additionally, the nature of tourists' participation during the experience (e.g. active or passive, characterized by absorption or immersion) is fundamental to the way they live and remember it (Knutson & Beck, 2004).…”

“…The opportunity to get to know the local way of life and make contact with residents assumes a special role in the rural tourism experience (Lane, 1994). The role of service providers in shaping the tourism experience is obvious, for example by designing the physical environment of service provision -the servicescape (Knutson & Beck, 2004;Verhoef et al, 2009) -and by determining other more intangible service features, such as reliability and responsiveness (Knutson & Beck, 2004).…”

A Multirelational Approach for Understanding Consumer Experiences Within Tourism

“…We have proposed a broader conception of consumer experiences and are aware of other holistic alternatives (Ek, et al, 2008;Jafari, 1987;Knutson & Beck, 2003;Quan & Wang, 2004;Walls et al, 2011). Jafari refers to "the springboard metaphor," in which six transformations from everyday life to tourist life and back are regarded as important for understanding tourist experiences (1987, p. 151).…”