Dimensions Of Experiential Quality Research Articles

Dimensions and outcomes of experiential quality in the fitness industry: the case of Turkey

PurposeThe user experience during the use of activities and services is a fundamental aspect for sports managers and can provide a competitive advantage. The purpose of this study was to identify the dimensions of experiential quality and the relationship of this construct with customer trust and customer satisfaction in achieving behavioral intention.Design/methodology/approachUsing a convenience sampling technique, a total of 322 gym users in Turkey participated. A two-step approach was used to test both the model and the research hypotheses [confirmatory factor analysis (CFA) and structural equation modeling (SEM)].FindingsThe interaction quality, physical environmental quality, outcome quality and enjoyment quality were positively related to experiential quality. Similarly, the experimental quality was positively related to customer satisfaction and customer trust. Finally, customer satisfaction was related to behavioral intentions.Originality/valueThis study provides empirical evidence about the importance of experiential quality to gain a competitive advantage in the context of fitness centers.

Bank 4.0 experiential quality and customer loyalty: a serial mediating role of customer trust and engagement

PurposeThis study aims to explore the structure and dimensions of experiential quality in the context of Indonesian Bank 4.0. Moreover, this study also explains the process of how experiential quality generates customer loyalty (CL) by testing the mediation role of both customer trust (CT) and customer engagement (CE).Design/methodology/approachTwo sequential smaller studies were conducted to answer the proposed research objectives. The first study was an exploratory study involving two series of focus group discussions and a survey with a self-administered questionnaire. The second study was an explanatory study. Similar to the first study, a self-administered questionnaire was employed to collect the data. A total of 410 participants participated in this study for both the first and second study. Exploratory factor analysis was used to analyse the data in the first study, while Partial Least Squares was employed to test the relationship amongst variables in the second study.FindingsThis study found that Bank 4.0 experiential quality is a multidimensional construct with access reliability (AR), digital interaction (DI) and security (SC) as the primary dimensions. In addition, this study suggested that Bank 4.0 experiential quality is proven to indirectly affect CL through a serial mediation process. In the serial mediation process, this study found that CT and CE are robust mediator variables.Originality/valueThis study revealed that Bank 4.0 experiential quality is a multidimensional construct with three primary dimensions: AR, DI and SC. This finding proves that the bank 4.0 experiential quality dimension is different from the conventional banking experiential quality. In addition, this study showed the process of how Bank 4.0 experiential quality is transformed into CL. In addition, this current research discovered that CE and CT serially mediated the impact of bank 4.0 experiential quality on CL that has not been explored by the previous research in the banking industry.

Exploring Experiential Quality in Sport Tourism Events: The Case of Macau Grand Prix

Understanding tourists’ future behavior is significant for local tourism profits. This paper aims to examine the interrelationships among experiential quality, tourist satisfaction, experiential trust, sharing tourism experience on social media, and extension effect. 796 responses were collected in the 66th MGP (Macau Grand Prix) via questionnaires. The results reveal that four dimensions (physical environment quality, access quality, outcome quality, and enjoyment quality) have positive effects on experiential quality. In addition, the results also indicate the following relationships: Experiential quality has a significant effect on tourist satisfaction; experiential quality and tourist satisfaction positively influence experiential trust; tourist satisfaction and experiential trust have significant effects on behavior of sharing tourism experience on social media, and both tourist satisfaction and experiential trust positively influence extension effect. This paper identifies the dimensions of experiential quality in sport tourism events and it plays a leading role in extending literature on tourists’ behavioral intentions of sharing behavior on social media and extension effect. The findings assist practitioners to implement marketing strategies of MGP, which enhance the extension effect and the new marketing promotions through social media. They also help various stakeholders such as destination managers and travel agents to trigger and increase local tourism profits.

Experiential quality, experiential relationship quality and future experiential intentions in the Macau gaming industry

Calidad experiencial, calidad de la relación experiencial y futuras intenciones experienciales en la industria del juego de MacaoDiseño/metodología/enfoque (límite de 100 palabras)− En este estudio, se obtuvieron 566 respuestas válidas de jugadores de casino que habían tenido experiencia en juegos en un casino de Macao.Propósito (límite de 100 palabras)− Este documento presenta a través de un estudio de caso la industria de los juegos de Macao con el objetivo de discutir las relaciones multifacéticas que involucran calidad experiencial, calidad de relación experiencial y futuras intenciones experienciales.Resultados (límite de 100 palabras)− Según los resultados del estudio, las dimensiones de la calidad de la experiencia (hedónica, participación, sorpresa, diversión, contacto con el jugador y entorno físico) tuvieron un efecto positivo en la satisfacción de la experiencia, lo que a su vez condujo a la confianza en la experiencia. Tanto la confianza experiencial como la satisfacción experiencial influyeron positivamente en el compromiso experiencial. Además, la confianza experiencial, la satisfacción experiencial y el compromiso experiencial afectaron positivamente a las futuras intenciones experienciales.Originalidad/valor (límite de 100 palabras)− La principal contribución de esta investigación es que se ha agregado al cuerpo de conocimiento sobre la interacción entre las dimensiones de la calidad experiencial, la dimensión de la calidad de la relación experiencial y las intenciones experimentales futuras, que pueden ser fructíferas para la industria del juego.

The effects of tourist experiential quality on perceived value and satisfaction with bed and breakfast stays in southwestern China

PurposeB&B stays have enjoyed popularity in China over recent decades. This study examines the impacts of the three dimensions of tourist experiential quality on the perceived functional and emotional value and customer satisfaction with B&B stays in Southwestern China.Design/methodology/approachQuestionnaires were collected from 433 Chinese visitors in Southwestern China. Partial least squares–structural equation modeling (PLS-SEM) was used to test the significance of the relationship that exists among experiential quality, perceived value and tourist satisfaction.FindingsThe research results proved that experiential quality predicts customer satisfaction with B&B stays as mediated by perceived functional and emotional values. The specific experiential quality - fun – has the strongest effect on both perceived functional value and emotional value between the three dimensions of experiential quality.Research limitations/implicationsSince fun is viewed as the most significant element, B&B providers should consider creating a more joyful encounter for tourists. They should enrich the activities and improve service to strengthen the experiential quality perceived by the tourists. Both relational experiences and authentic local experiences should be incorporated into the activities and services provided.Originality/valueThis is likely to be the first study to investigate the influence of three dimensions of experiential quality on perceived functional and emotional value and satisfaction from the B&B industry in China. The findings provide value through actionable insights into experiential qualities, functional and emotional values that drive tourist satisfaction.

Impacts of Hospital Complexity on Experiential Quality: Mitigating Roles of Information Technology

ABSTRACTHospitals today are posed with many requirements arising from government regulations and financial incentives to improve patient experiential quality. An administrative challenge thus results from hospital complexity, which can circumvent efforts to enhance experiential quality. This study examines associations of two dimensions of hospital complexity (i.e., hospital safety and patient case mix) with patient‐level experiential quality. The study also investigates how health information technology (IT), via clinical IT and administrative IT, differently mitigates the two dimensions of complexity. Using unique proprietary secondary data sources, we assemble a patient‐level experiential quality dataset. The dataset enables us to simultaneously examine hospital and individual patient factors that may affect experiential quality of individual patients. The findings indicate that a hospital's service variety and case mix are both negatively associated with experiential quality. Although not directly affecting experiential quality, administrative IT mitigates the negative associations of both types of complexity with experiential quality. Post hoc analyses reveal nuanced relationships between hospital complexity, IT, and disaggregated experiential quality dimensions.

What Drives Advocacy Intentions? A Case Study of Mainland Chinese Tourists to Taiwan

ABSTRACTThis study examines the relationships among the dimensions of experiential quality (hedonics, peace of mind, involvement and recognition), the dimensions of experiential relationship quality (experiential trust, experiential satisfaction and experiential commitment) and advocacy intentions. The data used in this study were based on a sample of 616 Mainland Chinese tourists who visited Taiwan, indicating that the proposed model fitted the data. Results will assist tourism management in developing and implementing market-orientated service strategies to increase the dimensions of experiential quality and experiential relationship quality in order to boost advocacy intentions.

What drives spectators’ experiential loyalty? A case study of the Olympic Football Tournament Rio 2016

PurposeThe purpose of this paper is to examine the relationships among the experiential quality (EQ) dimensions, experiential satisfaction (ES), experiential involvement (EI), host city image (HCI), experiential equity (EE), spectator affection (SA) and experiential loyalty (EL) in the sport context.Design/methodology/approachThe data used in this study were based on a sample of 674 spectators from the finals of the men’s and women’s football tournaments held at the Maracanã Stadium in Rio, indicating that the proposed model fitted the data.FindingsFindings show that the six EQ dimensions physical environment quality, outcome quality, access quality (AQ), game quality, trip quality (TQ) and security quality (SQ), EI, EE, HCI and SA positively influence ES. Also, EI moderates the relationship between HCI and EL. Moreover, EL is influenced by EI, HCI, SA and ES.Practical implicationsResults will assist sport management in developing and implementing market-orientated service strategies to increase the EQ dimensions, ES, EI, EE, HCI and SA in order to increase EL.Originality/valueThis study provides data that result in a better understanding of the relationships among the EQ dimensions, ES, EI, HCI, EE, SA and EL in the sporting context.

An Empirical Analysis of Green Experiential Loyalty: A Case Study

The purpose of this study is to elaborate the structural relationships among the experiential quality dimensions, experiential trust, emotional attachment, experiential image, switching experience, experiential satisfaction, and experiential loyalty from the green perspective. The study findings are based on structural equation modeling (SEM) analysis of a convenience sample of 560 customers at one green restaurant in Taipei City, Taiwan. The findings show that investing resources in an increase in the experiential quality dimensions and a decrease in green switching experience is useful to enhance green experiential trust, green emotional attachment, green experiential image, green experiential satisfaction, and green experiential loyalty.

An Empirical Analysis of Tourists’ Switching Intention: The Case of Jiufen

ABSTRACTThis study aims to examine the relationships among the dimensions of experiential quality, experiential quality, affective experience, novelty-seeking, experiential equity, experiential satisfaction, and switching intention. The findings of this study are based on structural equation modeling (SEM) analysis of a convenience sample of 512 tourists from Jiufen, Taiwan, indicating that the proposed model fits the data. The findings support a multi-dimensional model consisting of four dimensions (interaction quality, physical environment quality, outcome quality, and access quality) to conceptualize and measure perceived experiential quality. Affective experience and novelty-seeking significantly influence experiential quality, which in turn results in experiential equity. Experiential satisfaction is influenced by affective experience, novelty-seeking, experiential quality, and experiential equity while experiential satisfaction and experiential equity influence switching intention.

Towards green experiential loyalty

PurposeThis paper aims to test the relationships among the experiential quality dimensions, the green relationship quality dimensions, environmental friendliness, green support, green desire and green experiential loyalty in a green bed & breakfast (B&B) context.Design/methodology/approachThe data used in this study are based on a sample of 517 customers staying at one green B&B in Yilan County of Taiwan. The predicted relationship is tested using structural equation modeling.FindingsThe empirical findings reveal the following: five dimensions (peer-to-peer quality, physical environment quality, outcome quality, venue quality and administration quality) constitute a multidimensional model to conceptualize and measure perceived experiential quality that can achieve green experiential satisfaction in addition to environmental friendliness; environmental friendliness has a direct influence on green trust and green experiential satisfaction, which has a positive significant influence on green support and green desire; and green trust, green experiential satisfaction and green support contribute to green experiential loyalty.Practical implicationsTo increase the perceptions of experiential quality dimensions, green relationship quality dimensions, environmental friendliness, green support, green desire and green experiential loyalty, the findings of this study will help green B&B management develop and implement market-orientated service strategies.Originality/valueThis paper provides data that result in a better understanding of the relationships among experiential quality dimensions, green relationship quality dimensions, environmental friendliness, green support, green desire and green experiential loyalty in a green B&B setting.

A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong

The purpose of this study is to identify the dimensions of experiential quality and investigate the relationships among experiential quality, experiential value (emotional value and functional value), trust, corporate reputation, experiential satisfaction and behavioral intentions perceived by cruise tourists. A multi-dimensional and hierarchical approach is used to examine the relationships between these higher order constructs. Analysis of data from 677 respondents experiencing the cruise tour organized by Bauhinia indicates that the proposed model fits the data well. The results of this analysis contribute to the services marketing theory by providing empirically–based insight into the experiential quality and experiential satisfaction constructs in the cruise industry. This study will assist cruise management in developing and implementing a market-oriented service strategy to achieve a high quality of experiences, enhance cruise tourists’ experiential satisfaction and create their favorable future behavioral intentions.

Examining the Behavioral Intentions of Bungee Jumping Tourists at the Macau Tower: A Quantitative Analysis Using Structural Equation Modeling

This study aims to examine the structural relationships among experiential quality, perceived authenticity, novelty seeking, experiential satisfaction, and behavioral intentions using a multidimensional and hierarchical model. The findings of this study are based on structural equation modeling (SEM) analysis of a convenience sampling of 410 tourists completing experiencing bungee jumping at the Macau Tower. The results indicate that the model proposed by this study fits the data. The analysis results contribute to the services marketing theory by providing additional insights into experiential quality, perceived authenticity, novelty seeking, experiential satisfaction, behavioral intentions, and the dimensions of experiential quality.

An empirical analysis of green switching intentions in the airline industry

The purpose of this research is to gain an empirical understanding of airline passengers’ green switching intentions. A conceptual research model is used as a framework to examine the relationships among the experiential quality dimensions, green perceived value, green corporate image, green experiential satisfaction, green corporate reputation, green experiential loyalty and green switching intentions for the airline industry. The data used in this paper were based on a sample of 615 passengers who experienced the eco-friendly services of China Airlines, indicating that the proposed model fitted the data. The study's result will assist airline management to develop and implement market-orientated service strategies to increase the experiential quality dimensions, green perceived value, green corporate image, green experiential satisfaction, green corporate reputation and green experiential loyalty in order to decrease passengers’ green switching intentions.

An empirical analysis of green convention attendees' switching intentions

ABSTRACTThis study aims at proposing to test a research model to gain a better understanding of the relationships among the dimensions of experiential quality, green experiential satisfaction, green alternative attractiveness, green service fairness, green variety-seeking, and green switching intentions. The study's findings are based on structural equation model analysis of a convenience sample of 650 attendees at the 13th International Green Building and Energy-Savings Exhibition 2016 in Chongqing, China. The results of this analysis contribute to the services marketing theory by providing additional insights into green switching intentions, the dimensions of experiential quality, green experiential satisfaction, green alternative attractiveness, green service fairness, and green novelty-seeking. The study's results will assist green convention management in developing and implementing market-orientated service strategies to increase the dimensions of experiential quality and green experiential satisfaction, enhance green alternative attractiveness, green service fairness, and green novelty-seeking, and decrease green switching intentions.

What drives experiential loyalty? A case study of Starbucks coffee chain in Taiwan

PurposeThe purpose of this paper is to identify the dimensions of experiential quality and examining the interrelationships among experiential quality, experiential satisfaction, perceived value, experiential trust and experiential loyalty using a multi-dimensional and hierarchical model as a framework perceived by coffee chain customers.Design/methodology/approachThe data used in this study were based on a sample of 428 customers at Starbucks in Taipei City of Taiwan. Data were analyzed using exploratory factor analysis and confirmatory factor analysis.FindingsThe findings reveal that there are four primary dimensions and 13 sub-dimensions of experiential quality in a coffee chain. In addition, the results indicate that affective quality is identified as the most primary dimension of experiential quality perceived by coffee chain customers. Experiential quality significantly influences perceived value and experiential trust, respectively. Also, experiential satisfaction is influenced by perceived value, experiential quality and experiential trust. Furthermore, experiential satisfaction and experiential trust are determinants of experiential loyalty.Originality/valueThis is the first study identifying experiential quality, experiential satisfaction, perceived value, experiential trust and experiential loyalty in the context of coffee chains.

The relationships between the factors affecting perceived service quality, satisfaction and behavioral intentions among theme park visitors

Theme parks have many contributions to their destination, local and regional economies, tourism, etc. If they meet the changing demands of theme park visitors, more satisfied and revisiting visitors are acquired. This study attempted to determine the dimensions that influence theme park visitors’ perceived service quality, satisfaction and behavioral intentions. In this context, this study aims to analyze the dimensions of servicescape and experiential quality and determine the influence of these dimensions on visitors’ service quality perception, satisfaction and behavioral intentions. The data of this study were collected through a questionnaire applied to 301 visitors of a theme park operating in the city of Istanbul. Descriptive statistics and the factor analysis were used for analyzing the data obtained, and path analysis was utilized for testing of the theoretical model. Study results revealed that “communicative staging” was the variable which best represented the dimension of servicescape, while “surprise” was the variable which best represented the dimension of Experiential Quality. There is also a significant relationship between the dimensions of “servicescape” and “experiential quality”, on the one hand, and “perceived service quality”, on the other. Finally, a significant relationship was found among “perceived service quality”, “satisfaction” and “behavioral intentions”. In general, this study contributes to the managers of the tourism and leisure industries.

Synthesizing the effects of experiential quality, excitement, equity, experiential satisfaction on experiential loyalty for the golf industry: The case of Hainan Island

Abstract There is a conceptual gap in the services marketing literature, as to date there has been no published empirical research on experiential quality, excitement, equity, experiential satisfaction and experiential loyalty for the golf industry. This study attempts to fill the conceptual gap by identifying the dimensions of experiential quality and empirically examining the interrelationships among the experiential quality dimensions, experiential quality, excitement, equity, experiential satisfaction and experiential loyalty. A multidimensional and hierarchical model is used as a framework to synthesize the effects of experiential quality, excitement, equity and experiential satisfaction on the experiential loyalty of golf tourists. Statistical support is found for four primary dimensions and 13 subdimensions of experiential quality for the golf industry. The hypothesized paths between the higher order constructs—experiential quality, excitement, equity, experiential satisfaction and experiential loyalty—are confirmed. The analysis results contribute to the services marketing theory by providing additional insights into experiential loyalty, experiential satisfaction, equity, excitement, experiential quality, and the dimensions of experiential quality. The results of this study will also assist golf management in developing and implementing market-oriented service strategies to increase experiential quality and excitement, enhance equity and experiential satisfaction, and create experiential loyalty.

A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention

This study aims at identifying the dimensions of experiential quality and investigating the interrelationships among experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention perceived by theme park visitors. Analysis of data from 424 visitors in Janfusan Fancyworld of Taiwan indicates that the proposed model fits the data well. The results reveal that there are 4 primary dimensions and 11 subdimensions of experiential quality perceived by theme park visitors. In addition, the results indicate that physical environment quality is identified as the most primary dimension of experiential quality perceived by theme park visitors.

A Study of Experiential Quality, Perceived Value, Heritage Image, Experiential Satisfaction, and Behavioral Intentions for Heritage Tourists

This study aims at identifying the dimensions of experiential quality and examining the interrelationships among experiential quality, perceived value, heritage image, experiential satisfaction, and behavioral intentions for heritage tourists. The dimensions of experiential quality are built on a basis of reflective indicators, and a multidimensional and hierarchical model is used as a framework to synthesize the effects of experiential quality, perceived value, heritage image, and experiential satisfaction on behavioral intentions perceived by heritage tourists. Analysis of data from 427 tourists in the Historic Center of Macau indicates that the proposed model fits the data well. The results reveal that there are four primary dimensions and 10 subdimensions of experiential quality perceived by heritage tourists. In addition, the results indicate that outcome quality is identified as the most primary dimension of experiential quality perceived by heritage tourists.