How real are virtual experiences?

Abstract

Purpose This paper aims to explore the virtual experience to understand its components and its effects on consumers’ real world. Design/methodology/approach Our approach relies on a rarely used projective method: “Album-on-Line” (AOL). This technique allows identifying consumers’ representations of their experience. It uses images to immerse participants in a virtual experience and to lead an individual reflection, then a group reflection. Findings Virtual experiences have utilitarian, hedonic, psychological and social dimensions. When immersing in virtual experiences, consumers’ perception and consumption of products and services change. A projection occurs leading to an identification to virtual characters. This projection also leads to a consumption aiming at finding back the excitement and challenge lived during virtual experiences. Research limitations/implications The main limitation of this research relates with the fuzzy distinction between the virtual and the electronic in consumers’ minds and even in the literature. Future work should propose a multidisciplinary definition of the virtual experience, considering its specificities and components. Practical implications This research offers companies a better understanding of consumers’ motivations to live virtual experiences. It may bring insights on how to provide a more customized offering and a more adapted communication. Originality/value Compared to previous work, the present research offers a better understanding of the components of online and offline virtual experiences by considering the virtual in its broadest meaning. The use of the AOL technique enabled a closer look at the specificities of the virtual experience as perceived by consumers. It was also possible to explore the “post-experience” stage by understanding the effect of virtual experiences on consumers’ perceptions and consumptions.

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“…However, they can try to know their visitors, and design and manage interaction points to influence perceptions, thus increasing interest, involvement, satisfaction, loyalty, and support [35]. Indeed [20][21][22][23][24][25][26][27][28][29][30][31][32][33][34][35][36] all point out the importance of identifying environments that produce different touchpoints and generate customer experience.…”