Identifying the Dimensions of the Experience Construct

Knutson, Bonnie J.; Beck, Jeff

doi:10.1300/j162v04n03_03

Cited by 48 publications

(14 citation statements)

References 6 publications

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“…Hosany and Witham, 2010;Oh et al, 2007). While the authors restricted the sample to those who had stayed at a hotel or Airbnb in the preceding three months, thus remaining as close to the actual experience as possible, modeling the customer experience across the various stages of consumption--pre-experience, participation, and post-experience--would allow a more holistic understanding of experiential consumption in the context of hotels and the sharing economy (Knutson and Beck, 2004;Quinlan Cutler and Carmichael, 2010). Second, while the present study's modeling of the dimensions of the experience economy and extraordinary outcomes as second order constructs had theoretical support and enabled a more succinct model, doing so did not allow an assessment of the effect of individual dimensions on extraordinary outcomes (holistically or separately), or of the separate effect of meaningfulness and well-being on memorability.…”

Section: Limitations Future Research and Conclusionmentioning

confidence: 99%

The accommodation experiencescape: a comparative assessment of hotels and Airbnb

Mody

Suess

Lehto

2017

IJCHM

297

283

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Purpose Accommodations providers in the sharing economy are increasingly competing with the hotel industry vis-à-vis the guest experience. Additionally, experience-related research remains underrepresented in the hospitality and tourism literature. This paper aims to develop and test a model of experiential consumption to provide a better understanding of an emerging phenomenon in the hospitality industry. In so doing, the authors also expand Pine and Gilmore’s original experience economy construct. Design/methodology/approach Using data from a survey of 630 customers who stayed at a hotel or an Airbnb in the previous three months, the authors performed a multi-step analysis procedure centered on structural equation modeling to validate the model. Findings The authors demonstrate that the dimensions of serendipity, localness, communitas and personalization represent valuable additions to Pine and Gilmore’s original experience economy construct. Airbnb appears to outperform the hotel industry in the provision of all experience dimensions. The authors further define the pathways that underlie the creation of extraordinary, memorable experiences, which subsequently elicit favorable behavioral intentions. Practical implications The findings suggest the need for the hotel industry to adopt a content marketing paradigm that leverages various dimensions of the experience economy to provide customers with valuable and relevant experiences. The industry must also pay greater attention to its use of branding, signage and promotional messaging to encourage customers to interpret their experiences through the lens of these dimensions. Originality/value The study expands a seminal construct from the field of services marketing in the context of the accommodations industry. The Accommodations Experiencescape is offered as a tool for strategic experience design. The study also offers a model of experiential consumption that explains customers’ experiences with accommodations providers.

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Section: Limitations Future Research and Conclusionmentioning

confidence: 99%

The accommodation experiencescape: a comparative assessment of hotels and Airbnb

Mody

Suess

Lehto

2017

IJCHM

297

283

View full text Add to dashboard Cite

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“…(Mandler, 1980;Plutchik, 1980;Eckmann, 1981;Holbrook et al, 1984;Lazarus, 1991;Scherer, 1995;Izard, 2004). Thereby a trigger of experience can be described as impulse and experience itself as a reaction to it (Mehrabian and Russell, 1974;Donovan and Rossiter, 1982 (Knutson and Beck, 2003). This means that individuals react differently to the same events and stimuli (Graburn, 2001).…”

Section: Literature Reviewmentioning

confidence: 99%

What influences guests' emotions? The case of high‐quality hotels

Brunner-Sperdin

Peters

2009

Journal of Tourism Research

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This paper outlines the methodology and results of an attempt to assess infl uences on the emotional states of hotel guests. When consuming tourism products, tourists do not only expect professional services but also desire satisfying experiences. According to Pine and Gilmore (1998), goods and services must be 'experientialized' because customers seek for rewarding, memorable and pleasurable consumption experiences. Quality management research suggests that traditional service quality measures are insuffi cient in evaluating the satisfaction of the 'new' tourists with consumed services. In order to measure customer satisfaction, it is important to take into account factors concerning the psychological environment such as subjective personal reactions or feelings experienced by consumers. Thus, experience quality should be the starting point for developing models to assess emotions in tourism industry. After reviewing the latest literature in the fi eld of service and experience measurement in leisure and tourism, the paper presents an experience model highlighting causalities measuring fl ow experience during the consumption of activities. The results show that the hotel setting has strong infl uence on the emotional state of the guests and that the staging of the service environment as well as the service process constitutes a crucial part of the hotel strategy. Copyright

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“…Knutson and Beck (2003) reinforce post-experience by adding the creation of value that is formed predominantly after the moment of the experience, that is, after the execution of the service. Moretti's (2015) model of experience and relationship in hospitality shows the phases of the experience construction process as: 1) pre-experience; 2) experience and 3) post-experience.…”

Section: Hospitality and Servicesmentioning

confidence: 99%

Hospitalidade e Intenção de Recompra na Economia Compartilhada: um estudo com equações estruturais em meios de hospedagem alternativos

Pinottti¹,

Moretti²

2018

Rev. Tur. Anál.

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La economía colaborativa, también llamada economía compartida, contribuye para la ruptura de las formas tradicionales de servicios de transacción, especialmente en el caso de los medios de hospedaje. A esa nueva perspectiva se puede colocar bajo la mirada de los estudios de hostelería, centrándose en la relación entre anfitrión e invitado. El objetivo de esta investigación es responder a la siguiente pregunta: ¿cuál es el impacto entre los medios alternativos de hospedaje, basado en la experiencia previa con los sitios de servicio, hospitalidad, disfrute y beneficios económicos percibidos en el contexto de la economía compartida, en la intención de recompra? La metodología utilizada fue la cuantitativa, por medio de una encuesta, en sección transversal, basada en una muestra de usuarios de medios alternativos de hospedaje. El cuestionario fue alojado en el sitio Survey Monkey. El análisis se realizó mediante modelos de ecuaciones estructurales (SEM, del inglés structural equation modeling), utilizando el software SmartPLS. Todas las hipótesis se confirmaron como factores de influencia en la intención de recompra y, por lo tanto, capaces de causar impacto entre los medios de hospedaje alternativos. El instrumento demostró ser capaz de medir lo que ha propuesto y los resultados obtenidos podrían responder al problema de la investigación. Entre ellos, cabe señalar que la economía colaborativa está motivando el intercambio de nuevas experiencias. Parece correcto decir que las empresas que explotan el sector de alquiler de propiedades privadas fueron capaces de innovar y crear valor en un sector hasta ahora dominado por los grupos hosteleros y un sinnúmero de hoteles independientes en todo el mundo.

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Identifying the Dimensions of the Experience Construct

Cited by 48 publications

References 6 publications

The accommodation experiencescape: a comparative assessment of hotels and Airbnb

The accommodation experiencescape: a comparative assessment of hotels and Airbnb

What influences guests' emotions? The case of high‐quality hotels

Hospitalidade e Intenção de Recompra na Economia Compartilhada: um estudo com equações estruturais em meios de hospedagem alternativos

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