Influence of customer experience on loyalty and word-of-mouth in hospitality operations

Çetin, Gürel; Dinçer, Fatma İstanbullu

doi:10.1080/13032917.2013.841094

Cited by 138 publications

(139 citation statements)

References 26 publications

Supporting

Mentioning

116

Contrasting

Unclassified

Order By: Relevance

“…Pine and Gilmore (1999) also concluded that experiences create a unique value for customers, are hard to be imitated by competition, and strongly affect the satisfaction, loyalty, and word-of-mouth communication of consumers (Berry, Carbone, & Haeckel, 2002). In other words, commodities, products, and services are no longer sufficient for long-term profitability; instead, they must be accompanied by experiences (Cetin & Dincer, 2014). Consequently, customers seeking unique and personal encounters with company products and services are willing to pay more for memorable experiences .…”

Section: Introductionmentioning

confidence: 99%

“…Cohen (1979) and MacCannell (1989) discussed the concept of customer experiences in tourism from a sociological standpoint stating that tourists anticipate experiences that do not exist in their regular environment and are in sharp contrast with their daily routine life. Tapping this aspect of customer experience, many organizations design customer experiences that will set them apart from their competitors in highly competitive marketplace (Cetin & Dincer, 2014). Pine and Gilmore (1999) also concluded that experiences create a unique value for customers, are hard to be imitated by competition, and strongly affect the satisfaction, loyalty, and word-of-mouth communication of consumers (Berry, Carbone, & Haeckel, 2002).…”

Section: Introductionmentioning

confidence: 99%

“…In addition, literature related to customer experiences may be considered as complex, inconsistent, indecisive, and subjective (Cetin & Dincer, 2014). There are many viewpoints on the definition, antecedents, variables, measurement, and impacts of customer experiences (Kim & Brown, 2012).…”

Section: Introductionmentioning

confidence: 99%

“…How does customer experiences benefit the service providers? (Cetin & Dincer, 2014). Despite its significance and coverage recent literature related to hospitality and tourism, the notion of creating and managing experiences remain vague (Walls et al, 2011 ).…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Determinants of Customer Experience and Resulting Satisfaction and Revisit Intentions: PLS-SEM Approach towards Malaysian Resort Hotels

Ali¹,

Omar²

2014

Asia-Pac J Innov Hosp Tour

View full text Add to dashboard Cite

Abstract:This study aims to assess physical and social environments as determinants of customer experiences with regard to guest satisfaction and intentions to revisit Malaysian resort hotels. It examines a research framework constituting physical and social environment and analyses the results of the survey to test the hypotheses. Questionnaires were distributed to customers of resort hotels at Langkawi, Malaysia that were selected using convenience sampling. The data collected were analysed using partial least squares based structural equation modelling (PLS-SEM). The findings reveal that physical and social environments are good predictors of customer satisfaction and revisit intentions. The results also indicate that customer satisfaction contribute positively to revisit intentions. The implications and limitations of the study are also discussed.

show abstract

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Determinants of Customer Experience and Resulting Satisfaction and Revisit Intentions: PLS-SEM Approach towards Malaysian Resort Hotels

Ali¹,

Omar²

2014

Asia-Pac J Innov Hosp Tour

View full text Add to dashboard Cite

show abstract

“…The first stream examined the effect of experience dimensions on different consumers' outcomes. These outcomes were: customer emotion (Ali et al, 2016a;Loureiro, and Roschk, 2014;Hosany and Witham, 2009); customer satisfaction (Ali et al, 2016b;Fernandes and Cruz, 2016;Grzeskowiak et al, 2016;Ren et al, 2016;Jin et al, 2015;Lin and Bennett, 2014;Choi et al, 2013;Hosany and Witham, 2009;Kao et al, 2008); cognitive values and emotional values Walls, 2013); memory (Hosany and Witham, 2009); advocacy (Fernandes and Cruz, 2016); perceived value (Chen, 2015;Jin et al, 2015;Yu and Fang, 2009); brand image Yang et al, 2015); intention to recommend (Cetin and Dincer, 2014;Hosany and Witham, 2009); consumer spend (Srivastava and Kaul, 2016); brand quality, brand awareness (Yang et al, 2015); customer delight (Ali et al, 2016b); brand loyalty (Fernandes and Cruz, 2016;Manthiou et al, 2016;Srivastava and Kaul, 2016;Jin, 2015;Cetin and Dincer, 2014;Choi et al, 2013; …”

Section: Introductionmentioning

confidence: 99%

The differential effect of cognitive and emotional elements of experience quality on the customer-service provider’s relationship

Alnawas

Hemsley‐Brown

2018

IJRDM

View full text Add to dashboard Cite

Purpose: the aim of this paper is twofold: first, to examine the differential effect of two cognitive (i.e. product experience, outcome focused) and two emotional experiences (i.e. surprise and immersion) on customers' cognitive outcomes (i.e. satisfaction, trust and value), and customers' emotional outcomes (i.e. passion, connection and affection); and second, to test the differential effect of customers' cognitive and emotional outcomes on switching resistance loyalty (SRL). Design/methodology/approach: survey data were collected from 843 respondents using an online panel in the UK. Structural equation modelling was employed to analyse the data (AMOS 18.0). Findings: first, cognitive experiences had a more significant effect on customers' cognitive outcomes compared to their effect on customers' emotional outcomes. Second, emotional experiences had a more significant effect on customers' emotional outcomes compared to their effect on customers' cognitive outcomes. Third, the impact of customers' emotional outcomes on SRL was not significantly higher compared to that of customers' cognitive outcomes. Fourth, the indirect effect of cognitive experiences on SRL was significantly higher, compared to that of emotional experiences.Originality/value: the key contribution of this research stems from examining the differential effect of cognitive and emotional experiences on different consumers' cognitive and emotional outcomes, thus providing deeper insights into the nature of the relationship between such variables.

show abstract

Diverse socialising patterns in wine tourist experiences: A segmentation‐based analysis of visitors to the wineries in South Australia

Napolitano¹,

Atzeni

Kim

et al. 2022

Journal of Tourism Research

View full text Add to dashboard Cite

Wine tourism is a social phenomenon influenced by the presence and the dynamics of many individuals (e.g. service personnel, travel companions, and other tourists). This study, carried out in South Australia on 394 winery visitors, attempts to confirm, and further explore, the important role of social interaction as part of the winescape experience, its multidimensionality and its impact on wine tourist decision‐making behaviour. Results of the factor‐cluster analysis demonstrate that different clusters exist based on wine tourists' perceptions of their social interactions (i.e. ‘social interaction enthusiasts’ and ‘travel companion‐oriented interactors’), thus supporting the idea that social interaction can be considered a valid market segmentation variable. The findings also show that segments differ in terms of their overall wine tourism experience and behaviour. Moreover, the two groups show significant differences also regarding several socio‐demographic characteristics, as well as travel patterns. Contributions to the body of knowledge and managerial implications are discussed, and suggestions for further research are given.

show abstract

Influence of customer experience on loyalty and word-of-mouth in hospitality operations

Cited by 138 publications

References 26 publications

Determinants of Customer Experience and Resulting Satisfaction and Revisit Intentions: PLS-SEM Approach towards Malaysian Resort Hotels

Determinants of Customer Experience and Resulting Satisfaction and Revisit Intentions: PLS-SEM Approach towards Malaysian Resort Hotels

The differential effect of cognitive and emotional elements of experience quality on the customer-service provider’s relationship

Diverse socialising patterns in wine tourist experiences: A segmentation‐based analysis of visitors to the wineries in South Australia

Contact Info

Product

Resources

About