Abstract
A study on holistic customer experience in selected resort hotels in China
Highlights
Abstract of Chapter Five: Findings and Analysis This chapter details findings of the quantitative customer surveys
The findings showed that R2 values for all the endogenous constructs satisfied the minimum requirement of the 0.10 cut off
Theoretical Conclusions Since the introduction of experience economy concept (Pine & Gilmore, 1999), many scholars in hospitality have turned their focus on conceptualisation of customer experience
Summary
Abstract of Chapter Five: Findings and Analysis This chapter details findings of the quantitative customer surveys. Some of the recent work used the S-O-R framework to consider customer experience as a stimulus that incites customers’ emotions and behaviours To examine the effect of customer experiences on customers’ perceived value, consumption emotions, customer satisfaction, and behavioural intentions.
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