Memorable customer experiences and autobiographical memories: From service experience to word of mouth

Tena, Miguel Ángel Moliner; Monferrer, Diego; Guillén, Marta Estrada; Vidal-Meliá, Lidia

doi:10.1016/j.jretconser.2023.103290

Cited by 17 publications

(8 citation statements)

References 54 publications

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“…The findings of this study also concur with those of Meng & Han (2018) concerning consumers' intentions to share information with others. Customer satisfaction is associated with a fairly strong increase in WOM (Moliner-Tena et al, 2023). WOM is also a consequence of the consumer's evaluation of the purchase experience (Sharma et al, 2022).…”

Section: Resultsmentioning

confidence: 99%

How Customer Engagement Leads to Word-of-Mouth and Continuance Intention? The Mediating Role of Satisfaction

Burhanudin,

Windy,

Bokhari

2023

JMK

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With active participation from halal tourism visitors, managers can comprehend visitors’ needs and expectations. This information can be utilized to enhance services and adapt to tourism requirements. The purpose of this study is to examine the effect of customer engagement on satisfaction, as well as its effect on both continuance intention and word-of-mouth (WOM). Additionally, this study examines the mediation of satisfaction on the effect of customer engagement on continuance intention and the effect of customer engagement on WOM. A survey was conducted to test these effects, involving 250 visitors of Al-Aqsa Holy Tower Mosque, Kudus, Indonesia. Structural equation modeling was employed to analyze the data in this study. The analysis results reveal that customer engagement influences satisfaction, which subsequently affects WOM and continuance intention. In addition, satisfaction mediates the effect of customer engagement on continuance intention and the effect of customer engagement on WOM. These findings indicate that tourism managers can leverage customer engagement to sustain the development of their tourism industry.

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Section: Resultsmentioning

confidence: 99%

How Customer Engagement Leads to Word-of-Mouth and Continuance Intention? The Mediating Role of Satisfaction

Burhanudin,

Windy,

Bokhari

2023

JMK

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“…Prior research argued that exceptional customer service can differentiate tourism products from others in the market (Ko et al, 2023), high-quality customer service creates a positive and memorable experience for tourists (Moliner-Tena et al, 2023;Zhou et al, 2023), and indicated customer service capabilities of enterprises and their competitive advantage in the tourism industry is highly significant (Lee et al, 2022).…”

Section: 26mentioning

confidence: 99%

Tourism digital transformation and future supply chain competition: an integrated perspective on real options theory and digital competencies

2024

JTF

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PurposeThis study analyzes how digital technologies collaboration, and technological capabilities affect tourism products' advantage and supply chain resilience via virtual integration and customer service capabilities.Design/methodology/approachTo achieve the goals of this study, a digital transformation model was formulated based on the real option theory (ROT) and digital competencies perspective. Data were collected from travel agencies in Taiwan. This study uses the partial least square structural equation modeling (PLS-SEM) technique to analyze the research model, and 384 samples were collected from travel agencies for analysis.FindingsThe research results point out that digital technology collaboration and technical capabilities affect virtual integration and customer service capabilities; customer service capabilities should also be regarded as key influencing variables to improve tourism product advantages and supply chain flexibility.Originality/valueThis study shares a unique perspective on the digital transformation model, which includes antecedents, mediators and moderators, to construct the critical effects for analyzing the tourism products' advantage and supply chain resilience.

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“…Söz konusu etkiler literatürdeki çeşitli ampirik çalışmalarla ortaya konulmuştur. Buna göre, hatırlanabilir turizm deneyimleri müşterilerin memnuniyetini (Azis vd., 2020;Cho, Tan ve Chiu, 2020;Kim, 2017;Öktem ve Akdu, 2022;Sie vd., 2018;Tsaur vd., 2023), sadakatini (Azis vd., 2020;Çavuşoğlu, Demirağ ve Dağ, 2022;Tsaur vd., 2023), mekânsal aidiyetini (Tsai, 2016;Vada, Prentice ve Hsiao, 2019), yeniden ziyaret niyetlerini (Chen ve Rahman, 2018;Çavuşoğlu, Demirağ ve Kaplan, 2023;Kim, 2017;Öktem ve Akdu, 2022;Tsaur vd., 2023;Ünal ve Bayar, 2020;Wong vd., 2019;Zhang vd., 2018), tavsiye etme niyetlerini (Adongo vd., 2015;Chen ve Rahman, 2018;Çavuşoğlu vd., 2023), ağızdan ağıza iletişimlerini (Kankhuni ve Ngwira, 2022;Moliner-Tena, Monferrer-Tirado, Estrada-Guillen ve Vidal-Meliá, 2023;Wong vd., 2019) ve olumlu ağızdan ağıza iletişim geliştirme niyetlerini (Keskin, Aktaş, Yayla, ve Dedeoğlu, 2022;Kim, 2017;Wong ve Lai, 2021) etkilemektedir.…”

Section: Hatırlanabilir Turizm Deneyimleriunclassified

Hatırlanabilir turizm deneyiminin oluşumunda müşteri-hizmet personeli etkileşiminin rolü

Özkan

2023

tujom

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Bu çalışmanın amacı, müşterilerin turizm deneyimlerinin hatırlanabilir olmasında müşteri-hizmet personeli etkileşiminin rolünü belirlemektir. Hatırlanabilir turizm deneyimini personel-müşteri etkileşimi kaynaklı biçimlendiren faktörleri belirlemek, olumlu ve olumsuz deneyimler bağlamında bu faktörleri karşılaştırmalı olarak incelemek ve önem seviyelerini ortaya koymak çalışmanın amaçları arasındadır. Araştırma tasarımında karma yöntem benimsenmiştir. Buna göre netnografi ve analitik hiyerarşi süreci (AHP) yöntemlerinin birlikte kullanıldığı bir tasarım oluşturulmuştur. Araştırma kapsamındaki destinasyonlarda yer alan butik otellerde konaklayan müşterilerin hatırlanabilir turizm deneyimlerini temsil eden çevrimiçi kullanıcı yorumları netnografi yöntemine uygun şekilde elde edilerek analiz edilmiştir. Bu şekilde belirlenen temalar ve temaları oluşturan kategorilerin göreceli önem seviyeleri ise AHP yöntemi ile analiz edilmiştir. Çalışma sonucunda, hatırlanabilir turizm deneyimlerinin müşteri-hizmet personeli etkileşimine dayalı olarak oluşumunda üç ana tema tespit edilmiştir. Bu temalar, hizmet süreci aşamalarındaki etkileşimler kaynaklı deneyimler, personelin genel tutum ve davranışları kaynaklı deneyimler ve personelin nitelikleri ve iletişim biçimi kaynaklı deneyimler şeklindedir. Çalışmada elde edilen sonuçlar hizmet personeli ve müşteri arasındaki etkileşimin, müşterilerin turizm deneyimlerinin hatırlanabilir olmasında önemli bir rolü olduğunu göstermektedir.

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Memorable customer experiences and autobiographical memories: From service experience to word of mouth

Cited by 17 publications

References 54 publications

How Customer Engagement Leads to Word-of-Mouth and Continuance Intention? The Mediating Role of Satisfaction

How Customer Engagement Leads to Word-of-Mouth and Continuance Intention? The Mediating Role of Satisfaction

Tourism digital transformation and future supply chain competition: an integrated perspective on real options theory and digital competencies

Hatırlanabilir turizm deneyiminin oluşumunda müşteri-hizmet personeli etkileşiminin rolü

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