The Mediating Effect of Experiential Value on Tourist Outcomes from Encounter-Based Experiences

Abstract

In this paper, we examine the mediating effect of experience value between experiential elements of employee–tourist encounters and the final experiential outcomes. The Tourism Encounter Mediated Experience Value (TEMEV) model is tested via a survey at 13 different locations (attractions, hotels, and retail) in Copenhagen (n=2,955). The findings illustrate how, for different types of tourism companies, experiential value plays varying roles as a mediator between employee–tourist encounter characteristics and tourists’ intentions to recommend an experience as well as their memory of the experience. The most complex relationship identified is for hotels, where experiential value is a significant mediator for the personalized, flexible, and emotional constructs of encounters. Surprisingly, experiential value plays no significant mediating role between cocreation or knowledge/learning in encounters and memory or recommendation intention in any of the sectors examined. The study concludes with implications for theory, practice, and study limitations.

The Contribution of Geological Features to Visitor Experiences: Comparison Between Two Geotourism Attractions in South Africa

“…The latter may play a significant component as culture (represented through people -past and present -from the region) forms part of the broader geotourism continuum (Gordon, 2018). Involvement is another dimension that can add value, given the relationship between co-creation and experiential value (Barnes et al, 2019). Comparing different geotourism contexts to explore variations in experiences can be meaningful.…”

Experiential Marketing Dynamics: Multiple mediator analysis of the experiential marketing - purchase intentions relationship

“…Schmitt and his colleagues contrasted traditional marketing (product-oriented) to EM (customer-oriented). The former focuses on the attributes and rewards of measurable goods, while the latter (consumer-oriented) EM focuses on the customer experience that happens as customers observe, perform or witness circumstances that cause social, cognitive, sensory and behavioural outcomes (Schmitt, 1999;Shieh & Lai, 2017;Barnes et al, 2020).…”

“…Moreover, the mediating role of customer satisfaction, brand loyalty, identity and resonance have not been examined altogether in a single study. These variables have significant importance in brand management literature and practice and are found to trigger many desirable business performance outcomes (Schmitt, 2012;Machado et al, 2014;Shieh & Lai, 2017; Zainul, 2017; Barnes et al, 2020).…”

Smart Dashboard and Slow Tourism. A Case Study of2 Santa Barbara Walk (Sulcis – Iglesiente, Sardinia, 3 Italy)

“…For these reasons, it gradually became an extraordinary source of data for policy makers [32]. The 'heritage and new technologies' binomial contains an immense material and immaterial heritage of historical, cultural and artistic values " enhanced through the most recent forms of fruition of the Tourist Experience Design [33], according to which it becomes fundamental to offer each user personalized information and unique emotions, influencing both the cognitive and the emotional sphere.…”