From Satisfied to Memorable: An Empirical Study of Service and Experience Dimensions on Guest Outcomes in the Hospitality Industry

ABSTRACT

Central to the experience economy paradigm is the notion that services and experiences are distinct economic offerings; yet, little work has been done to investigate the assumption. This study examined experience economy dimensions (entertainment, esthetics, escapism, and education) alongside service quality dimensions (technical and expressive) on three outcome variables (satisfaction, service quality, and memorable experience) in the hospitality and tourism industry context. Findings provide empirical support for the progression of value posited in past research and reveal that experience and service dimensions indeed differ in their impact on guest outcomes. Significant differences across four types of offerings—dining, lodging, events, and attractions—are discussed within the context of extant literature.

经验经济范式的核心是服务和经验是截然不同的经济供给的概念；然而，很少有人做过调查这一假设。本研究探讨体验经济维度（娱乐、美学、逃避现实、教育）与服务质量维度（技术和表现）对三个结果变量（满意度、服务质量、难忘的经历）在酒店及旅游行业背景。研究结果提供了实证支持的价值，在过去的研究假设的进展，并透露，经验和服务方面确实不同，他们对客人的结果的影响。四种类型的餐饮，住宿，活动和景点之间的重大差异在现有文献的背景下进行了讨论。

KEYWORDS:

• Experience economy
• hospitality industry
• measures
• memorable experiences
• service quality