Journey Stages Research Articles

Customers’ online service encounter satisfaction with chatbots: interaction effects of language style and decision-making journey stage

PurposeThis study aims to examine the interaction effects of chatbots’ language style and customers’ decision-making journey stage on customer’s service encounter satisfaction and the mediating role of customer perception of emotional support and informational support using the construal level theory and social support theory as conceptual frameworks.Design/methodology/approachThis study used a scenario-based experiment with a 2 (chatbot’s language style: abstract language vs concrete language) × 2 (decision-making journey stage: informational stage vs transactional stage) between-subjects design.FindingsFindings show that during the informational stage, chatbots that use abstract language style exert a strong influence on service encounter satisfaction through emotional support. During the transactional stage, chatbots that use concrete language style exert a strong impact on service encounter satisfaction through informational support.Practical implicationsFindings provide some suggestions for improving customer–chatbot interaction quality during online service encounters.Originality/valueThis study offers a novel perspective on customer interaction experience with chatbots by investigating the chatbot’s language styles at different decision-making journey stages.

Personalized touchpoints and customer experience: A conceptual synthesis

Customers desire personalized touchpoints, and practitioners largely agree that such touchpoints constitute an essential success factor for firm and customer performance. To date, however, research has investigated the concepts of personalization and customer experience (CX) separately. Adopting a CX lens on personalization, this research draws on the findings of a conceptual synthesis of 293 articles to gain a better understanding of the effect of personalized touchpoints on CX. We find that personalization affects all CX responses, influenced by the characteristics of personalized touchpoints (touchpoint nature, customer journey stage, and personalization design). We discuss key customer contingency factors (i.e., privacy concerns and trust, proficiency, and personality traits) for the effect of personalized touchpoints on CX. This research highlights, among others, the benefits of the CX structure for personalization research to systemize its findings and the need for managers to holistically understand CX responses to personalized touchpoints.

Dashboard Design for New Employee Candidate Program at XYZ Bank Using Tabelau

Bank XYZ is one of the government-owned companies engaged in banking and is one of the largest banks in Indonesia. Bank XYZ has a division called XYZ Corpu which aims to support the company's business operations by developing employee competencies. One of the training programs conducted at XYZ Corpu is the ODP (Officer Development Program). ODP participants are prospective XYZ Bank employees who enter through several selection stages and then carry out training for 12 months which applies a knockout system if the participants are not competent. ODP participants will undergo 12 months of education and training with several stages of the journey. To make it easier to get important information such as the distribution of participants based on the location of the placement division, placement city, distribution of journey end dates, and journey stages. So this research designs a dashboard to make it easier for management to get important information for decision making. This research uses Pentaho tools to perform ETL processes and Tableau tools to create dashboards. Based on the design made, the dashboard user/manager can anticipate or detect early delays in the process of making rundowns for the next journey stage through this dashboard. Based on the OLAP design of this research, the ODP distribution fact table and dimension table consisting of location, journey, city, start date, end date, batch, gender, university and major are formed. Based on the design made, dashboard users/managers can anticipate or detect early delays in the process of making rundowns for the next journey stage through this dashboard. With this dashboard, it can find out the most universities and study programs for more precise decision making. The dashboard created in this study has a data filtering feature that is useful for searching for certain data more quickly.

Post-pandemic collaborative destination marketing: Effectiveness and impact on different generational audiences

In a break from the traditional focus on destination image recovery in post-crisis scenarios, the COVID-19 pandemic required a different approach to collaborative destination marketing. This research aims to fill a gap in knowledge about the factors that drive post-pandemic collaborative destination marketing strategies, the objectives that are set, their effectiveness, and the different impacts on diverse age groups. Grounded in stakeholder and generational theories, this study examines an innovative collaborative marketing campaign for Spain in 2022. Spain's tourism rebounded swiftly that year, almost reaching pre-pandemic international visitor numbers. The campaign was collaboratively developed by TourSpain, the Spanish National Tourism Organisation (NTO), along with six regional and local Spanish Destination Marketing Organisations (DMOs), Expedia, and TripAdvisor. In-depth interviews were conducted with all stakeholder groups involved in the campaign, and this was complemented by focus groups with U.K. residents, grouped by generation. The findings revealed how the stakeholders reoriented their post-pandemic collaborative strategies to considering variables, such as customer journey stages and sociodemographic factors, to achieve branding and conversion objectives. The study also discovered that the campaign's effectiveness varied across different generational audiences. This research provides valuable insights for NTOs and DMOs in designing future post-crisis collaborative marketing initiatives.

A systematic literature review and bibliometric analysis based on member subscription services in retailing

As consumers’ willingness to experience member subscription services has been increasing, merchants are launching membership programs to boost retention and draw in new consumers. Customer Relationship Management (CRM) could be aided by member subscription services, which also have the potential to expand revenue streams through a paid membership system. In this study, we use VOSviewer and four-question framework to review the research on member subscription services in retailing. A bibliometric analysis of 131 articles is conducted to characterize the research hotspots and distribution of journals. This study categorizes member subscription services into five types according to the membership benefits. Demographics, social awareness, cost consciousness and perceptual features are four aspects of target consumers. Further, we find that willingness to join member, when using membership benefits, satisfaction with retailers and loyalty are four membership journey stages that affect consumer decision. We also explore the research on optimal strategy for service providers in three scenarios: operating as a new entrant, changing operational strategy and optimizing existing business strategy. This study offers management implications for practitioners and strategy makers to develop membership systems.

Customer experience in pharmaceutical B2B markets: perspectives of buyers and sellers

PurposeThe purpose of this study is to understand customer experience (CX) in business-to-business (B2B) markets through the perspectives of buyer–seller dyads. This study aims to evaluate how customer journey, touchpoints and digital and social media (DSM) influence CX and offer avenues for sellers to align their efforts with buyers’ requirements to create and manage CX.Design/methodology/approachIntegrating insights of practicing buyers and sellers in the pharmaceutical B2B industry, this study follows the phenomenological approach to understand their experience through their perspectives on the customer journey, touchpoints and DSM.FindingsThe findings of this study include convergence in the perspectives in journey stages, journey enablers, stakeholder involvement, touchpoint preference and DSM’s use. The study findings also include divergence in perspectives in the senior management engagement, journey enablers, selling center involvement, DSM purpose and usage of DSM platforms. These offer opportunities for sellers to align with buyer journey, touchpoints and DSM to create and manage CX.Practical implicationsSellers in pharmaceutical B2B markets have been dependent on traditional knowledge to influence customer journey and touchpoints and the advent of DSM has enhanced the challenge. To avoid this confusion, sellers need to have clarity of customers’ expectations on the journey, touchpoints and DSM. This enables sellers to allocate their resources better to achieve the desired outcome in CX.Originality/valueThis first-of-its-kind study captured the convergence and divergence perspectives of pharmaceutical B2B buyer–seller dyads from the lens of the uncertainty reduction theory and social penetration theory. The study suggests opportunities for pharmaceutical sellers to create and manage CX.

The Hero’s Journey Stages and Character Archetypes in Anthony Horowitz’s Novel Alex Rider (Stormbreaker)

This research attempts to find out 1) the hero’s journey stages in Anthony Horowitz’s novel Alex Rider (Stormbreaker) 2) Character archetypes and their roles in helping or hindering the hero to complete the hero’s journey stages in Alex Rider (Strombreaker). The research is conducted using qualitative research methods, the technique of data analysis is descriptive qualitative method, the instrument for collecting the data is documentary sheet. The source of data used for this research is Alex Rider (Stormbreaker) novel. The results of this study showed that the seventeen (17) stages formulated by Joseph Campbell are found in the novel. Furthermore, this study also showed that the seven (7) different archetypes formulated by Christopher Vogler are found in the novel. This concludes that the hero’s journey stages and the character archetypes formulas that the first data collected by Joseph Campbell was from oral tradition stories is found to be applicable to modern novels.

Gamification in the customer journey: a conceptual model and future research opportunities

PurposeWhile academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This article aims to identify how gamification can leverage each customer journey stage, integrate the findings into a conceptual model and propose future research opportunities.Design/methodology/approachSince CX and customer journey are interrelated concepts, the authors rely on CX research to identify research themes that provide insights to propose the conceptual model. A systematic review of 154 articles on the interplay between gamification and CX research published from 2013 to 2022 was performed and analyzed by thematic content analysis. The authors interpreted the results according to the service customer journey stages and the taxonomy of digital engagement practices.FindingsThis article identified five main thematic categories that shape the conceptual model (design, customer journey stages, customer, technology and context). Gamification design can support customer value creation at any customer journey stage. While gamification can leverage brand engagement at the pre-service stage by enhancing customer motivation and information search, it can leverage service and brand engagement at the core and post-service stages by enhancing customer participation and brand relationships. Moreover, customer-, technology- and context-related factors influence the gamified service experience in the customer journey.Originality/valueThis article contributes to a conceptual integration between gamification and customer journey. Additionally, it provides opportunities for future research from a customer journey perspective.

Supporting value co-creation through interaction during the pre-purchase customer journey: empirical evidence from B2B HR services

PurposeThe purpose of this study is to examine the role of interaction in supporting value co-creation during pre-purchase customer journey stages when selling professional B-to-B services. First, value co-creation in professional service firms (PSFs) is reviewed, and, second, the role of interaction in the different stages of a customer’s pre-purchase journey is explored, specifically in the context of B-to-B human resource management services.Design/methodology/approachQualitative, semi-structured interview data was collected from potential B2B customers of a PSF in question, providing a broad coverage of prospective clients in architecture, engineering and IT sector.FindingsIn general, the findings of this study indicate that interaction plays a crucial role in pre-purchasing stages of a customer journey. In particular, these findings form understanding of how various interaction channels and content support PSF’s ability to co-create value with its prospects.Originality/valueThe existing research tends to concentrate on how value is created for existing customers, and far less attention has been paid to the perspective of prospects. This study contributes theoretically by providing novel insights into the current literature on value co-creation in PSFs by providing an understanding of how interactions in pre-purchase phases affect the co-creation of value from the perspective of prospects, which is a less researched viewpoint. Empirically, this study offers managers much-needed, context-specific knowledge of PSFs by comparing differences and pulling together similarities from each customer journey stage of PSF prospects.

The Segmentation of Mobile Application Users in The Hotel Booking Journey

Aim/Purpose: This study aims to create customer segmentation who use Online Travel Agent (OTA) mobile applications in Indonesia throughout their hotel booking journey. Background: In the context of mobile hotel booking applications, research analyzing the customer experience at each customer journey stage is scarce. However, literature increasingly acknowledges the significance of this stage in comprehending customer behavior and revenue streams. Methodology: This study employs a mixed-method and exploratory approach by doing in-depth interviews with 20 participants and questionnaires from 207 participants. Interview data are analyzed using thematic analysis, while the questionnaires are analyzed using descriptive statistics. Contribution: This study enriches knowledge in understanding customer behavior that considers the usage of mobile apps as a segmentation criterion in the hotel booking journey. Findings: We developed four user personas (no sweat player, spotless seeker, social squad, and bargain hunter) that show customer segmentation based on the purpose, motivation, and actions in each journey stage (inspiration, consideration, reservation, and experience). Recommendations for Practitioners: The resulting customer segmentation enables hospitality firms to improve their current services by adapting to the needs of various segments and avoiding unanticipated customer pain points, such as incomplete information, price changes, no social proof, and limited payment options. Recommendation for Researchers: The quality and robustness of the customer segment produced in this study can be further tested based on the criteria of homogeneity, size, potential benefits, segment stability, segment accessibility, segment compatibility, and segment actionability. Impact on Society: This study has enriched the existing literature by establishing a correlation between user characteristics and how they use smartphones for tourism planning, focusing on hotel booking in mobile applications. Future Research: For future research, each customer segment’s demographic and behavioral factors can be explored further.

VIDEOGAMES AS A SPACE FOR RECONSTRUCTING MYTHOLOGICAL STRUCTURES

The article is dedicated to the cultural-philosophical study of the video game space as a place for the reconstruction of archaic mythological structures. The study of narrative video games, which emerged in the early 1980s, represents new media that interactively transmit mythological motifs into the gaming experience. To identify and study mythological elements in video games, the methodological basis includes the works of C.G. Jung and C. Kerényi, who developed concepts of archetypes in culture. Also utilized is the concept of the monomyth by J. Campbell, which involves the realization of the hero's journey cycle initially in legends and myths, and later in narrative artistic structures. The novelty of the study is determined by the low level of research into the replication of mythological elements in the environment of new interactive media. Analyzing the universality of myth in gaming realms is part of a comprehensive approach to studying the phenomenon of video games and is an important element of the non-reductionist concept in the field of Game Studies. The relevance of the work lies in the need to comprehend the video game experience as a practice of personal living through history by the player, rather than passive contemplation. The study identified trends in constructing plots in narrative games according to the principles of the monomyth. In narrative games of the late 20th century, we find more primitive expressions of monomyth elements, often associated with technological limitations in construct implementation. Instead, video games of the past two decades reflect the monomyth in its entirety, characterized by complications and repetitions of the hero's journey stages. Equally pronounced are the reconstructions of archetypes and archetypal figures in the video game space. Thus, among the first archetypal figures in the gaming industry are the images of the hero, translated into the player's avatar, the damsel in distress - as a plot-forming element, and the gatekeeper, realized in level bosses. Modern narrative games allow for the differentiation of additional archetypes, such as the mentor, shadow, or ally. The main feature of reconstructing mythological structures in the gaming space is recognized as interactivity and the ability to experience events in a virtual world, which creates a new type of experience for the player in actively realizing universal mythological motifs through playing myths, rather than simply observing them.

Management of Dyslipidemia and Hypertension – Journey Mapping in the Philippines

Literature was reviewed semi-systematically with the purpose of generating Philippines-specific data for the patient journey stages for dyslipidemia and hypertension, namely, awareness, screening, diagnosis, treatment, adherence, and control. A structured search was conducted on EMBASE and MEDLINE databases for studies published in English in the last 10 years, whose full text was available. An unstructured search was conducted on Google, and websites of health ministries and international organizations, without any limits. The last search was run for dyslipidemia on 12.11.2019 and for hypertension on 28.07.2020. For dyslipidemia, six records out of 590 records were retrieved, and for hypertension, seven records and one unpublished conference presentation out of 160 records retrieved, were included in the final synthesis. The review estimated that in the Philippines, the prevalence of dyslipidemia was 38.8%, while 59.0% of patients were undergoing treatment, with 44.2% of patients achieving control. Prevalence of hypertension was 27.5% and estimated rates at different stages of patient journey were- awareness- 61.5%, screening- 3.2%, diagnosis- 39.7%, treatment- 65.4%, adherence- 57%, and control- 57.6%. Potential contributory factors for low assessment rates and suboptimal management include low doctor-to-population ratio, inadequate time for screening and counseling, absence of locally validated tools for cardiovascular screening, low awareness and utilization of clinical practice guidelines, and some misperceptions of current treatment recommendations. Effective training of physicians, patient education initiatives, and multi-sectoral coordination are some of the recommendations to improve the status of management of dyslipidemia and hypertension in the Philippines.

Bus Passenger Origin-Destination Estimation and Related Analyses Using Automated Data Collection Systems

This research explores the application of archived data from Automated Data Collection Systems (ADCS) to transport planning with a focus on bus passenger travel behavior, including Origin-Destination (OD) inference, using London as a case study. It demonstrates the feasibility and ease of applying trip-chaining to infer bus passenger OD from smart card transactions and Automatic Vehicle Location (AVL) data and is the first known attempt to validate the results by comparing them with manual passenger survey data. With the inferred OD matrices, the variations of weekday and weekend bus route OD patterns are examined for planning purposes. Moreover, based on the inferred OD matrices and the AVL data, alighting times for bus passengers also can be estimated. Bus journey stages, therefore, can easily be linked. By comparing the interchange time and the connecting bus route’s headway, it provides a way to evaluate bus connections.

Hypertension and Dyslipidaemia in Argentina: Patient Journey Stages.

Cardiovascular disease (CVD) leads to one-third of all deaths in Argentina. To implement patient-centric strategies for reducing CVD burden, available data on hypertension and hypercholesterolemia patients at different stages of their journey: awareness, screening, diagnosis, treatment, adherence, and control were analysed. A semi-systematic review in peer-reviewed databases (EMBASE and MEDLINE) and unstructured sources such as Google Scholar, Argentine Ministry of Health, and World Health Organization websites was conducted till 06.07.2021 for hypertension and dyslipidemia. English articles published in 2010–2021, depicting patient journey data for hypertension or hypercholesterolemia of the nationally representative adult population of Argentina were included. Thesis abstracts, letters to the editor, editorials, and case studies were excluded. No limits were used for unstructured sources. Weighted or simple means were estimated for patient journey stages. Out of 296 and 1257 articles retrieved for hypertension and hypercholesterolemia, respectively, five articles were retained for each of the conditions. The estimates for hypertension and hypercholesterolemia, respectively, were 46.6% and 30.7% for prevalence, 61.6% and 37.3% for awareness, 97.5% and ≥80% for screening, 64.1% and 28.9% for diagnosis, and 49.7% and 36.6% for treatment, and 19.9% and 20% for overall control. Adherence data were not available for hypercholesterolemia, while the same for hypertension was 50.4%. Various determinants are responsible for low adherence such as patient-level barriers, physician-related barriers, and health system-related issues. The review reveals that hypertension and hypercholesterolemia are poorly controlled in Argentina. Although further studies with more accurate data are needed to confirm these results, they should alert the medical community and the public health institutions to take urgent corrective actions.

Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments

Managing customer experiences has become a key strategic priority for service research and management. Yet researchers and managers lack a customer experience (CX) measure that applies to the different experience partners, touchpoints, and journey stages in the omnichannel environments of today’s service industries. Without such a common measure, empirical research on CX remains fragmented, and service companies continue to struggle to improve customer interactions in customer journeys. To address this shortcoming, this article proposes an omnichannel-capable measurement of CX that applies to different customer interactions in the omnichannel environment. With seven studies, the authors develop and validate a six-dimensional, 18-item CX scale. The proposed CX scale overcomes the fragmentation of existing scales in service research and provides a valid measure that can be used consistently for various customer interactions in omnichannel environments. This article details how the proposed CX scale can monitor and compare CX for different interactions in customer journeys (i.e., pain-point analysis), as well as improve CX features and their marketing outcomes (i.e., CX profiling). By overcoming the existing fragmentation in available scales and providing a common omnichannel CX measure, this CX scale establishes an empirical foundation for developing CX knowledge and advancing related service research.

Beyond Ingress: Analyzing and Extending the Meaning of Access to Healthcare

We argue that continuing to accept current views of healthcare access not only confines our appreciation of what access actually involves, but also restricts management understanding of what is required from healthcare organizations in order to tackle access barriers currently hindering the realization of health benefits for many people. Consequently, we proffer a new theoretical framework that conceptualizes healthcare access as a journey towards benefit realization. At each journey stage are myriad contrivances which enable or constrain progress. Illustrating our framework with data from an extensive multimethod mixed methods approach to the study of hospice and end of life care, we show how it overcomes the limitations inherent in current access frameworks, broadens our understanding of what healthcare access actually means, and provides a context that enables the identification of previously concealed barriers. As such, our framework offers a new way of considering healthcare access that can contribute to overcoming the numerous obstacles and spatial inequalities currently found when people attempt to access many healthcare services.

Influence of Depression Literacy, Mental Health Beliefs, and Stigma on Help-seeking Behaviour: A Semi-Systematic Review

Despite having a mental health act and clinical practice guideline, Malaysian patients with depression frequently progress to severe disease with poor prognosis. Understanding the underlying factors which influence help-seeking behaviour using a patient journey approach can provide insights for designing effective interventions. The study aimed to determine the different stages of patients journey for depression including awareness, screening, diagnosis, treatment, adherence, and control using a semi-systematic review. The review was conducted through (i) structured keyword search in Embase, MEDLINE, and BIOSIS databases using OVID platform for English articles published between 2005 and 2021; and (ii) an unstructured search on websites of Google, Incidence and Prevalence Database, World Health Organization, and Malaysian Ministry of Health. Studies included in the semi systematic review were based on Malaysian patients aged ≥18 years at different journey stages for depression and publications from year 2005 to July 2021. Thesis abstracts, letters to the editor, editorials, and case studies, or articles representing smaller population subgroups were excluded. Three articles out of 1062 retrievals through structured search and two articles out of four retrievals through the unstructured search were included in the final synthesis. We have found that the prevalence of major depressive disease (2.3%), low initial screening (20%), diagnosis (50% to 60%) and adherence (30% to 40%), despite high awareness (76.9%) and initiation of treatment (75.3%). Low education level, ethnicity, stigma regarding mental health, and irrational prescription pattern of primary care physicians were associated with poor mental health help-seeking behaviour. Depression literacy can improve the help-seeking behaviour of the patients.

Links and effects of channel integration in the prepurchase and purchase stages of omnichannel retailers

ABSTRACT Sales channel integration is promising, but consumers likely respond to integrations in various stages of the consumer journey differently. Therefore, it is valuable to analyze how omnichannel firms profit from perceived channel integration effects in stages of the consumer journey and whether they need to account for the increasing online shopping experience. The authors propose a theory-based framework and apply sequential mediation modeling over time to study the channel integration effects in the pre-purchase stage and the purchase stages on repurchase intention through omnichannel retailer quality as a mediator. They rely on longitudinal data obtained in three waves over ten months. The results show only indirect effects of channel integration in both stages. Importantly, the indirect and total effects of both stages differ and are moderated. The findings have implications for managers who want to know how interacting channel integrations in consumer journey stages attracts consumers in light of their increasing level of online experience with a retailer. Theoretically, this study contributes to the application of the accessibility-diagnosticity theory and disentangles the effects of channel integration in two phases of the consumer journey.

P1484: UNDERSTANDING STAKEHOLDERS’ KNOWLEDGE ON SICKLE CELL DISEASE AND THEIR PERCEPTION ON THE PATIENT JOURNEY BY SOCIAL MEDIA LISTENING ACROSS EUROPE

Background: Sickle cell disease (SCD) is a common hematological disorder that affects millions of people worldwide. SCD poses a significant disease and financial burden, not only on patients but also on their families. Vaso-occlusive crisis are a common painful complication. However, despite their severe pain, patients with these crises are often undertreated. Social media platforms are increasingly being used in healthcare, including in the context of SCD, for generating content and sharing experiences, feelings, and perspectives between peers. Aims: To gain understanding on patient awareness on SCD to help map perceptions around patient journey through social media analysis across Europe. Methods: Data was collected retrospectively from April 2019 to April 2021 on SCD specific terms in 14 European countries (Figure 1A). Data sources were blogs, forums, and social networking sites (including Twitter, public Facebook, YouTube, and Instagram). The Talkwalker tool was used to collect and aggregate publicly available data. Results: A total of 317.9K conversations on SCD were detected, mainly on Twitter (93%). Most conversations were among patients (61%), followed by their family and friends (16%), caregivers (4%), healthcare professionals (HCP) (3%), and others (16%). A total of 945 posts of relevant patient-centric conversation were analyzed. The highest share in conversation came from the UK (56%), followed by France (24%), and Germany (4%). Most patients were females (73%) and ≤30 years old (75%) (Figure 1B). Patient journey stages (Figure 1C) were addressed in 52% of the conversation. Among these stages, symptoms (56%) were the most discussed, where pain episodes, pain in general, and vaso-oclusive crises (often associated with pain) were the most common topics. The second most discussed stage of patient journey was treatment (44%); blood transfusions was the most mentioned treatment (34%), which was generally found to be effective. Hospital visits or hospitalization were mentioned in 11% of the conversations, and 62% of them included crisis that patients faced due to symptoms. Impact on quality of life was also extensively discussed among patients, with emotional impact (56%) being the most prevalent, followed by physical (47%), social (30%), and financial (10%) impact. Unmet needs were derived from 24% of the conversations. Most frequent unmet needs were lack of awareness of SCD by HCP and the general public (42%), and lack of empathy and support from HCP (24%). Racial bias was highlighted as a concern by patients who had their symptoms questioned or dismissed by their care team. Image:Summary/Conclusion: Social media, especially Twitter, are mainly used by young patients with SCD in Europe. Approximately half of the conversation between users were related to the stages of patient journey, being symptoms and treatment the most discussed topics. One-fourth of the conversations mentioned unmet needs, where both a low level of awareness of SCD by HCP and the general population and a lack of support from the HCP was perceived by patients. SCD patients actively campaigned to raise awareness of the disease, whilst also expressing the physical and emotional impact that SCD had on their lives.

Toward a luxury restaurant renewal: Antecedents and consequences of digitalized gastronomy experiences

Like many other activities, luxury gastronomy has been affected by the COVID-19 pandemic. To maintain a certain level of turnover, luxury restaurants had to innovate by digitalizing their offer, that is, delivering a customer journey that encompasses digital and physical consumer experiences. Based on the two approaches to customer experience (dimension- and stage-oriented), the aim of this research is to propose and test a model of the digitalized gastronomy experience that includes its antecedents and consequences. A qualitative study (Study 1), involving 15 restaurant chefs and experts, defines the digitalized gastronomy experience and identifies the dimensions and customer journey stages associated with that experience. A quantitative study (Study 2) of 217 French consumers of luxury gastronomy validates the proposed conceptualization, its antecedents (website elements and psychological variables), and its consequences (purchase intentions). We also confirm the role of involvement in gastronomy as a contingent variable.