2019
DOI: 10.1177/1354816619840099
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Evaluation of key factors for service experience: A comparison of tourism factories and international tourism hotels

Abstract: When building successful service experience, service providers have to consider multiple factors from a multi-element standpoint. This study aims to establish a new conceptual model for key factors affecting service experience and determine the influential key factors using a multi-perspective and multi-criteria methods. This study uses an analytic network process (ANP) to calculate the degree of influence exerted by the criteria and factors of the service experience and conducts in-depth interviews to validat… Show more

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Cited by 15 publications
(19 citation statements)
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“…It should be noted that the service experience of fitness centers is more customeroriented and primarily established by customer interaction with the service provider (Bitner et al, 1997;Chiu et al, 2019). In other words, the human-centric experience of fitness service is built on the customer's active participation and interaction during the service delivery process (Hsieh and Chuang, 2020). Moreover, many service providers emphasize the use of technology and innovation to increase customers' engagement in service and satisfy their desire for a meaningful service experience (Hsieh and Chuang, 2020).…”
Section: Service Innovativeness As Moderatormentioning
confidence: 99%
See 1 more Smart Citation
“…It should be noted that the service experience of fitness centers is more customeroriented and primarily established by customer interaction with the service provider (Bitner et al, 1997;Chiu et al, 2019). In other words, the human-centric experience of fitness service is built on the customer's active participation and interaction during the service delivery process (Hsieh and Chuang, 2020). Moreover, many service providers emphasize the use of technology and innovation to increase customers' engagement in service and satisfy their desire for a meaningful service experience (Hsieh and Chuang, 2020).…”
Section: Service Innovativeness As Moderatormentioning
confidence: 99%
“…In the context of fitness centers, services are produced and consumed by customers via encounters with employees (Chiu et al, 2020). Therefore, service encounter is arguably more critical for customers than other service industries due to the frequent interactions between service providers and customers (Lin, 2019;Hsieh and Chuang, 2020;Zolfagharian and Paswan, 2008;Chiu et al, 2014). Although the importance of customer interaction with fitness staff has been identified, the impact of service encounters on customers' perceptions and behaviors remains unclear (Glaveli et al, 2021;Kim and Byon, 2018).…”
Section: Introductionmentioning
confidence: 99%
“…Servicescape themes include domains such as: Restaurant, Layout and symbol, Infrastructure, Culinary, Accommodation, Landscape, Interior and Exterior, Attractions, Cinemas, Hospitality Industry, Hospitality, Entertainment, Event, ICT, Airport, Tourism Attributes, Infrastructure, Nature Reserves, Flora and Fauna, Telecommunications, History, Culture, Shopping space, Hospitality, Service-scape social services, Cinema, Department store, Gas station, Amusement Park, Recreation Room, Travel Bureau, Online Travel Bureau, Medical Tourism, Green product, Market, Store, Visual, Information Services, Culture, Local Wisdom and Historical Relics (e.g. (Apaolaza et al, 2020), (Pandowo & Pandowo, 2019), (Tankovic & Benazic, 2018), (Migdadi & Abdel-Rahman, 2020), (Hsieh & Chuang, 2019).…”
Section: Service-scape Co-creation Research Themesmentioning
confidence: 99%
“…The cultural inheritance of destinations has a positive relationship with memorable experiences for tourists (Lee, 2015;Lau and Li, 2019;Park and Kim, 2020;Hsieh and Chuang, 2020), and unforgettable positive experiences greatly influence tourists' willingness to recommend destinations to other tourists. Perceptual interactions occur between tourists and destinations (Iloranta, 2019).…”
Section: Perceived Interactivity With Traditional Local Cuisines Prov...mentioning
confidence: 99%