Relationships between experiential risk, experiential benefits, experiential evaluation, experiential co-creation, experiential relationship quality, and future experiential intentions to travel with pets

Wu, Hung‐Che; Cheng, Ching‐Chan

doi:10.1177/1356766719867371

Cited by 41 publications

(15 citation statements)

References 148 publications

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“…Brand experience is conceptualized as a moment of truth when customers’ responses are evoked by brand-related stimuli that differentiate one brand from another (King, 2017). Although brand experience can be derived from marketing communications and brand design, the service encounter is also a rich source for such an experience (Ahn et al, 2019; Wu and Cheng, 2019). The service encounter encompasses a constellation of service elements that consumers interact with at various consumption stages including interactions with employees, other customers, and companions (Patrício et al, 2011).…”

Section: Introductionmentioning

confidence: 99%

Cocreation of the hospitality brand experience: A triadic interaction model

Lin

Wong

2020

Journal of Vacation Marketing

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Although dyadic interactions among customers have widely been acknowledged to impact customer experience, the interdependence between customers and the service provider may form a symbiotic force that attenuates how an experience is cocreated. This study focuses on triadic interactions among casino patrons by modeling employee-to-customer (E2C) interactions as a boundary condition that may moderate the effect of customer-to-customer interactions (C2C) and customer-to-companion (Cu2Co) interaction quality on brand experience. Data were collected among patrons from 30 casino establishments using a two-step sampling approach. Findings suggest that E2C interaction moderates the relationship between customer interactions and the brand experience, such that the C2C interaction quality effect is more salient under the high E2C interaction condition. Implications for both practice and theory as well as limitations and future directions are further discussed.

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Section: Introductionmentioning

confidence: 99%

Cocreation of the hospitality brand experience: A triadic interaction model

Lin

Wong

2020

Journal of Vacation Marketing

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“…Wu and Cheng (2019) identify experiential relationship quality dimensions (experiential satisfaction and experiential trust) as a consequence of experiential co-creation. They emphasize that these dimensions would motivate customers to experience co-creation.…”

Section: Mapping Resultsmentioning

confidence: 99%

Co-creation in tourism: a systematic mapping study

Mohammadi

Yazdani

Pour³

et al. 2020

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Purpose The purpose of this study is to organize and analyze the existing literature on co-creation in tourism to identify the state-of-the-art studies and the research gap in this field. Design/methodology/approach As the research questions seek to provide an overview of the studies in the available literature, the systematic mapping study (SMS) has been selected as the research method. A suitable mapping study method for analyzing and structuring a broad research field concerning methods, designs and research focuses on the existing publications. In total, 137 articles published during 2006–2019 in reliable academic databases such as Science Direct, Emerald, Scopus, Wiley, ProQuest, Sage, Web of Science and Taylor and Francis were selected and analyzed. Findings The results show a rising trend of published articles in tourism, with the maximum number published in 2019 and the minimum number in 2006. Also, analysis of input articles revealed that most of the studies focused on the antecedents and prerequisites for co-creation and paid less attention to the co-creation context. Other findings show that in the field of tourism, the hospitality sector, especially hotels have paid special attention to co-creation. The majority of papers were the empirical type with quantitative design. Furthermore, most studies used the survey method, while the case study and other methods were the next choices. Originality/value This study addresses a major research gap by summarizing the literature related to value co-creation with a specific focus on tourism using the SMS method that provides an overview of the studies in this field. Categorizing papers through SMS helps researchers to review the status of studies in a visual summary to identify gaps and directions for future research.

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“…As customers have greater confidence in the service provider, the perception of risk and/or threat is likely to be mitigated (Wu and Cheng, 2020). Customer co-creation behavior and commitment to a restaurant can develop an emotional connection toward the service provider (Vázquez-Casielles et al, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

The role of perceived vulnerability in restaurant customers’ co-creation behavior and repatronage intention during the COVID-19 pandemic

Min

Yang

Kim

2021

Journal of Vacation Marketing

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This study examines the antecedents of restaurant repatronage intention and the extent to which risk perception (i.e. perceived vulnerability) moderates the formation of that intention during the COVID-19 pandemic. Service fairness, trust, and co-creation behavior were investigated as the antecedents of restaurant diners’ repatronage intention formation process in the context of the COVID-19 pandemic. Using the data collected from people who had dined in a restaurant during the study period, a structural analysis was conducted with the Partial Least Squares method. The proposed model in the study explained a significant amount of the variance in the customers’ repatronage intention and partially supported the moderation effect of perceived vulnerability to COVID-19. The findings of the study contribute to advancing our knowledge of how the perceived vulnerability to COVID-19 leverages customers’ repatronage intention, which is affected by service fairness, trust, and co-creation behavior in the restaurant industry.

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Relationships between experiential risk, experiential benefits, experiential evaluation, experiential co-creation, experiential relationship quality, and future experiential intentions to travel with pets

Cited by 41 publications

References 148 publications

Cocreation of the hospitality brand experience: A triadic interaction model

Cocreation of the hospitality brand experience: A triadic interaction model

Co-creation in tourism: a systematic mapping study

The role of perceived vulnerability in restaurant customers’ co-creation behavior and repatronage intention during the COVID-19 pandemic

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