Consumption experience: past, present and future

Chaney, Damien; Lunardo, Renaud; Mencarelli, Rémi

doi:10.1108/qmr-04-2018-0042

Cited by 55 publications

(52 citation statements)

References 102 publications

(152 reference statements)

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“…Dengan memberikan pengalaman yang memorable kepada pelanggan, perusahaan dapat berkompetisi dengan pasar dengan lebih baik, membedakan perusahaan dengan kompetitor yang memiliki positioning yang sama, dan mendapatkan loyalitas pelanggan melalui penawaran yang menawan (Levy, Weitz, & Grewal, 2015). Pengalaman berpengaruh terhadap merek, karena kemampuannya dalam menguatkan hubungan antara pelanggan dan merek (Chaney, Lunardo, & Mencarelli, 2018).…”

Section: Pendahuluanunclassified

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Berlianto

2020

WIDYAKALA JOURNAL

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This study aims to investigate the factors influencing urban customer experience and satisfaction in mobile commerce (m-commerce). Population of this study are customer of mcommerce Shopee in Jakarta. Data are collected from 188 respondents. PLS SEM in used to analyze the collected data and test the research hypothesis. The result of this study indicate that service quality is strongly linked to customer experience and customer satisfaction. Service quality have a positive effect on customer experience and customer satisfaction, perceived risk have a negative effect on customer satisfaction and customer experience has a posititve effect on customer satisfaction. Practical implication of this study shows that practioner of m-commerce should increase their service quality, reduced the perceived risk of their m-commerce and also increase customer experience in order to make customer satisfied.

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Section: Pendahuluanunclassified

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Berlianto

2020

WIDYAKALA JOURNAL

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“…In the last few years, this academic interest has been bolstered by attempts to scientifically define the notion of customer experience (Bueno et al, 2019;Kranzbühler et al, 2018;Chaney et al, 2018;Jain et al, 2017;Lemon and Verhoef, 2016;Du Plessis and De Vries, 2016;Homburg et al, 2015;Walls et al, 2011;Palmer, 2010;Verhoef et al, 2009;Gentile et al, 2007). The objective of these scholars was to overcome the methodological and conceptual limitations of the experiential approach proposed by consultants and professionals (Tynan and McKechnie, 2009;Carù and Cova, 2007).…”

Section: Definition and Domainmentioning

confidence: 99%

“…Nearly forty years after the first conceptualization of customer experience (CE) by Holbrook and Hirschman (1982), it has acquired increasing importance in the academic debate on marketing and management (Bueno et al, 2019;Kranzbühler et al, 2018;Chaney et al, 2018;Jain et al, 2017;Lemon and Verhoef, 2016;Adhikari and Bhattacharya, 2016;Homburg et al, 2015;Helkkula, 2011;Palmer, 2010;Tynan and McKechnie, 2009;Gentile et al, 2007). Moreover, the experiential approach has become a topical issue in the managerial literature, as evidenced by recent reviews (Kranzbühler et al 2018;Chaney et al, 2018;Forlani et al, 2018;Lemon and Verhoef, 2016;Adhikari and Bhattacharya, 2016;Du Plessis and De Vries 2016;Homburg et al 2015). Over the last two decades the marketing literature has also acknowledged the important contribution of works published by consultants and practitioners: Experience Economy Gilmore, 1998, 1999), Experiential Marketing (Schmitt, 1999a;1999b), Customer Experience Management (Schmitt, 2003).…”

Section: Introductionmentioning

confidence: 99%

Using the experiential approach in marketing and management: A systematic literature review

Forlani¹,

Pencarelli²

2019

MERCATI &Amp; COMPETITIVITÀ

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The experiential perspective has become the primary lens adopted in the current economic and managerial literature. In recent years, the marketing literature has recognized the importance of the contributions of consultancy work on the Experience Economy, Experiential Marketing, and Customer Experience Management. This work defines the experiential approach as the managerial tool that puts the customer experience (CE) at the center of a company's decision-making processes. It also recognizes that experiential management studies constitute a rich and important research field, but one that has not yet been clearly defined or characterized. Moreover, this paper describes the evolution of the state of the art of the experiential approach and outlines possible future developments. To this end, a systematic review of the literature is offered in order to make the review process both transparent and reproducible. It is built on the articles published in the SciVerse Scopus database up until December 2018. To answer the research questions, a bibliometric analysis of the citations in the database itself is conducted and an inductive content analysis undertaken, by studying the database in the keywords sections through T-Lab software. Using keywords to identify the subject of published articles, a content analysis (co-word analysis) serves to determine the main experiential approach adopted as well as the principal sectors (e.g. food, tourism, events, etc.) in which the various experiential approaches have been applied. This study is a first attempt at quantitative measurement of the diffusion of experiential marketing and management concepts in academic literature. While acknowledging the need for further qualitative studies, the analysis provides insight on the main experiential approaches adopted and points to the need for a theoretical framework able to coherently synthesize them.

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“…According to Binkhorst and Dekker (2009), Pine and Gilmore (2016), Vergopoulus (2016), and Chang (2018), the tourism field provides considerable scope for generating experiences and is thus chosen for conducting research on experiential consumption. This study assumes that the research approach for understanding consumption of experience is related to a set of postulated concepts on experiential marketing and consumption experiences (Arnould & Price, 1993;Holbrook, 2018;Holbrook & Hirchmann, 1982;Schmitt, 1999), economics of experience (Pine &Gilmore, 1998, 2016, and experience as a concept of value (Chaney, Lunardo, & Mencarelli, 2018;Prahalad & Ramaswamy, 2004a). The experience approach is validated and reinforced by several theoreticians(e.g., Dubé, Le Bel, & Sears, 2003;Lusch, Vargo, & O'Brien (2007); Prahalad & Ramaswamy (2004b).…”

Section: Introductionmentioning

confidence: 99%

Consumption of experiences in boutique hotels in the context of e-WOM

Parolin

Boeing²

2019

TMS

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Postmodern society is characterised by consumers' hedonistic behaviours and values, in which experience consumption is a form of differentiation and social elevation. This study sought to understand consumers' online manifestations of boutique hotel experiences and individuals' motivations for engaging in electronic word-of-mouth. The research considered prior studies on experiential consumption, as well as publications focused on understanding postmodern individuals. Netnography was used to collect data on-and analysepost-consumption behaviours boutique hotels. Participant observation was conducted of the online manifestations of boutique hotel consumers' experiences. The research also included computermediated speech analysis, image analysis of virtually extracted data and discourse analysis of interviews with users identified from previous interactions and online postings. This study's approach was based on a different perspective than that of Pine and Gilmore's work, utilising instead the experience economy, postmodern consumer analysis and boutique hotel concepts. Observations revealed that exclusivity and privacy are central elements determining consumers' choice and definition of boutique hotels. However, online manifestations of experiences reveal exhibitionist and paradoxical behaviours.

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Consumption experience: past, present and future

Cited by 55 publications

References 102 publications

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Using the experiential approach in marketing and management: A systematic literature review

Consumption of experiences in boutique hotels in the context of e-WOM

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