The direct and indirect influence of experience quality on satisfaction: the importance of emotions

Rodríguez, María Rosario González; Domínguez-Quintero, Ana M.; Paddison, Brendan

doi:10.1080/13683500.2019.1668917

Cited by 34 publications

(16 citation statements)

References 75 publications

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“…These were further explicated into four dimensions: hedonics, peace of mind, involvement, and recognition (Otto and Ritchie, 1996). Hedonics is defined as a set of emotional reactions associated with pleasure, enjoyment, the desire to experience various things, and sharing with others (Cervera-Taulet et al, 2019;González-Rodríguez et al, 2019;Schlesinger et al, 2020). Peace of mind refers to the need for relaxation, comfort, security, and privacy of body and mind (González-Rodríguez et al, 2019;Suhartanto et al, 2019;Schlesinger et al, 2020).…”

Section: Qsementioning

confidence: 99%

“…Hedonics is defined as a set of emotional reactions associated with pleasure, enjoyment, the desire to experience various things, and sharing with others (Cervera-Taulet et al, 2019;González-Rodríguez et al, 2019;Schlesinger et al, 2020). Peace of mind refers to the need for relaxation, comfort, security, and privacy of body and mind (González-Rodríguez et al, 2019;Suhartanto et al, 2019;Schlesinger et al, 2020). Involvement comprises the area of participation, education, decision-making, and control during the tour (Cervera-Taulet et al, 2019).…”

Section: Qsementioning

confidence: 99%

“…Several recent studies also adopted Otto and Ritchie (1996)'s approach to assessing QSE in the tourism industry (Cervera-Taulet et al, 2019;Ghorbanzadeh et al, 2020;Schlesinger et al, 2020). Specifically, there is much research that discusses the influence of QSE on consumers' satisfaction and loyalty in emerging Mediterranean destinations (Cervera-Taulet et al, 2019;Schlesinger et al, 2020), creative tourism (Suhartanto et al, 2019), dark tourism (Ghorbanzadeh et al, 2020), and heritage tourism (González-Rodríguez et al, 2019). Through these studies such as in heritage tourism, it was found that the quality of experience positively and directly impacts satisfaction (González-Rodríguez et al, 2019).…”

Section: Qsementioning

confidence: 99%

“…Specifically, there is much research that discusses the influence of QSE on consumers' satisfaction and loyalty in emerging Mediterranean destinations (Cervera-Taulet et al, 2019;Schlesinger et al, 2020), creative tourism (Suhartanto et al, 2019), dark tourism (Ghorbanzadeh et al, 2020), and heritage tourism (González-Rodríguez et al, 2019). Through these studies such as in heritage tourism, it was found that the quality of experience positively and directly impacts satisfaction (González-Rodríguez et al, 2019). Also, in emerging Mediterranean destinations, QSE directly and positively affects loyalty (Schlesinger et al, 2020) and revisit intention (Cervera-Taulet et al, 2019).…”

Section: Qsementioning

confidence: 99%

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The effect of quality of service experience on consumers' loyalty to music streaming services: Time pressure as a moderator

Zhang

Zhang²

2022

Front. Psychol.

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This study investigates how the quality of service experience (QSE) impacts users' satisfaction and loyalty to music streaming services. To this end, the sense of insufficient time to do things, a moderated mediation model, is adopted to examine the mediating role of satisfaction and the moderating role of time pressure from working. By using structural equation modeling, the results reveal that QSE is positively related to users' satisfaction and loyalty to music streaming services. The results also show that the QSE positively influences users' loyalty through satisfaction. Furthermore, time pressure, acting as a moderator, positively affects the relationship between QSE and satisfaction and the relationship between satisfaction and loyalty.

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Section: Qsementioning

confidence: 99%

Section: Qsementioning

confidence: 99%

Section: Qsementioning

confidence: 99%

Section: Qsementioning

confidence: 99%

See 2 more Smart Citations

The effect of quality of service experience on consumers' loyalty to music streaming services: Time pressure as a moderator

Zhang

Zhang²

2022

Front. Psychol.

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“…Graa et al (2014) also revealed that positive emotions felt by consumers were able to produce unplanned purchases. Consumers' positive emotions such as happiness and pleasure can encourage the creation of impulse buying behavior by consumers themselves (Chang et al, 2013;González-Rodríguez, Domínguez-Quintero, & Paddison, 2019).…”

Section: Effect Of Positive Emotions On Impulse Buying Behaviormentioning

confidence: 99%

The Effect of Thematic Store Atmosphere on Impulse Buying Behavior Mediated by Affection and Impulse Buying Tendency

Palilingan

Hussein

Prabandari

2022

EJMI

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Purpose: This study focuses on identifying aspects that can influence the behavior of consumers who make purchases at thematic cafes in Malang. This study uses a thematic store atmosphere as an independent variable, impulse buying behavior as a dependent variable, as well as positive emotion and impulse buying tendency as mediating variables. Design / Method / Approach: Quantitative approaches and explanatory research are used in this study. The respondents in this study were consumers who had visited the thematic cafe in Malang city, and a purposive sampling technique with a total sample of 200 respondents was used to determine the number of samples. The data collection method used a questionnaire, and the data were analyzed by PLS-SEM. Findings: The findings of this study indicate that the thematic store atmosphere does not have a significant effect on impulse buying behavior. Meanwhile, positive emotion and impulse buying tendency were able to perfectly mediate the relationship between the thematic store atmosphere and impulse buying behavior. Practical Implications: A thematic cafe with an atmosphere designed according to the concept of a theme that is carried out very well can produce feelings of pleasure, excitement or comfort so that consumers feel like exploring or enjoying the atmosphere of the cafe so as to encourage unplanned purchases. Originality / Value: The thematic store atmosphere is based on the thematic cafe trend in the city of Malang. The researcher also tries to make this research more comprehensive by examining the relationship between an impulse buying tendency and positive emotion both of which are mediating variables. Paper type: Empirical

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Dark tourism through the lens of attachment theory and domestic tourists

Aggarwal,

Lim,

Dandotiya

et al. 2024

Journal of Tourism Research

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This study explores the factors that affect domestic tourist attachment to dark tourism destinations by developing a hybrid model using several methods, including structural equation modeling (SEM) and fuzzy analytical hierarchy process (FAHP), predicated on attachment theory. The study collected data from 60 tourism experts and 622 domestic tourists. The study found that tourist motivation, national identity, tourism impacts, and destination attachment are all crucial factors that explain domestic tourist behavior towards dark tourism. The results of the mediation analysis indicate that destination attachment mediates the relationship between tourist motivation, national identity, and negative tourism impact with tourist satisfaction. The FAHP results show that place identity has the highest influence while place dependence has the lowest influence in shaping domestic tourists' selection of dark tourist destinations. The study's findings provide valuable insights for tour operators and destination managers to meet domestic tourists' expectations of dark tourism, adding to the existing knowledge related to the factors that impact dark tourism.

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The direct and indirect influence of experience quality on satisfaction: the importance of emotions

Abstract: Research at York St John (RaY) is an institutional repository. It supports the principles of open access by making the research outputs of the University available in digital form.

Cited by 34 publications

References 75 publications

The effect of quality of service experience on consumers' loyalty to music streaming services: Time pressure as a moderator

The effect of quality of service experience on consumers' loyalty to music streaming services: Time pressure as a moderator

The Effect of Thematic Store Atmosphere on Impulse Buying Behavior Mediated by Affection and Impulse Buying Tendency

Dark tourism through the lens of attachment theory and domestic tourists

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