The effect of dynamic integrated resort experience on Croatian customer behavior

References

• Agapito, D., Mendes, J., & Valle, P. (2013). Exploring the conceptualization of the sensory dimension of tourist experiences. Journal of Destination Marketing & Management, 2(2), 62–73.
   Web of Science ®Google Scholar
• Agapito, D., Valle, P., & Mendes, J. (2014). The sensory dimension of tourist experiences: Capturing meaningful sensory-informed themes in Southwest Portugal. Tourism Management, 42, 224–237.
   Web of Science ®Google Scholar
• Agarwal, R., & Karahanna, E. (2000). Time flies when you’re having fun: Cognitive absorption and beliefs about information technology usage. MIS Quarterly, 24(4), 665–694.
   Web of Science ®Google Scholar
• Ahn, J., & Back, K. J. (2018a). Antecedents and consequences of customer brand engagement in integrated resorts. International Journal of Hospitality Management, 75, 144–152.
   Web of Science ®Google Scholar
• Ahn, J., & Back, K. J. (2018b). Integrated resort: A review of research and directions for future study. International Journal of Hospitality Management, 69, 94–101.
   Web of Science ®Google Scholar
• Albert, N., Ambroise, L., & Valette-Florence, P. (2017). Consumer, brand, celebrity: Which congruency produces effective celebrity endorsements? Journal of Business Research, 81, 96–106.
   Web of Science ®Google Scholar
• Ali, F., Amin, M., & Cobanoglu, C. (2016). An integrated model of service experience, emotions, satisfaction, and price acceptance: An empirical analysis in the Chinese hospitality industry. Journal of Hospitality Marketing & Management, 25(4), 449–475.
   Web of Science ®Google Scholar
• Ali, F., Rasoolimanesh, S. M., Sarstedt, M., Ringle, C. M., & Ryu, K. (2018). An assessment of the use of partial least squares structural equation modeling (PLS-SEM) in hospitality research. International Journal of Contemporary Hospitality Management, 30(1), 514–538.
   Web of Science ®Google Scholar
• Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644–656.
   Web of Science ®Google Scholar
• Barnes, S. J., Mattsson, J., & Sørensen, F. (2014). Destination brand experience and visitor behavior: Testing a scale in the tourism context. Annals of Tourism Research, 48, 121–139.
   Web of Science ®Google Scholar
• Battour, M., Ismail, M. N., Battor, M., & Awais, M. (2017). Islamic tourism: An empirical examination of travel motivation and satisfaction in Malaysia. Current Issues in Tourism, 20(1), 50–67.
   Web of Science ®Google Scholar
• Bellenger, D. N., Steinberg, E., & Stanton, W. W. (1976). Congruence of store image and self image-as it relates to store loyalty. Journal of Retailing, 52(1), 17–32.
   Web of Science ®Google Scholar
• Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63–74.
   Google Scholar
• Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271.
   Web of Science ®Google Scholar
• Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105–114.
   Web of Science ®Google Scholar
• Cabiddu, F., De Carlo, M., & Piccoli, G. (2014). Social media affordances: Enabling customer engagement. Annals of Tourism Research, 48, 175–192.
   Web of Science ®Google Scholar
• Carlson, J., Rosenberger, P. J. III, & Rahman, M. M. (2016). A hierarchical model of perceived value of group-oriented travel experiences to major events and its influences on satisfaction and future group-travel intentions. Journal of Travel & Tourism Marketing, 33(9), 1251–1267.
   Web of Science ®Google Scholar
• Cavlek, N., Bartoluci, M., Prebezac, D., & Kesar, O. (2011). Tourism economic fundamentals and organizational systems. Zagreb: Skolska knjiga. In Croatian
   Google Scholar
• Chan, A., Hsu, C. H., & Baum, T. (2015). The impact of tour service performance on tourist satisfaction and behavioral intentions: A study of Chinese tourists in Hong Kong. Journal of Travel & Tourism Marketing, 32(1–2), 18–33.
   Web of Science ®Google Scholar
• Chathoth, P. K., Ungson, G. R., Altinay, L., Chan, E. S., Harrington, R., & Okumus, F. (2014). Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions. Tourism Management, 42, 181–193.
   Web of Science ®Google Scholar
• Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and higher order customer engagement in hospitality and tourism services: A critical review. International Journal of Contemporary Hospitality Management, 28(2), 222–245.
   Web of Science ®Google Scholar
• Chu, S. C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International Journal of Advertising, 30(1), 47–75.
   Web of Science ®Google Scholar
• Croatian Bureau of Statistics. (2017). Tourism in 2016 (Statistical report number 1594), (p. 26). Zagreb. In Croatian. Retreived from https://www.dzs.hr/Hrv_Eng/publication/2017/SI-1594.pdf
   Google Scholar
• Croatian Bureau of Statistics. (2018). Statistical reports. Retreived from https://www.dzs.hr/
   Google Scholar
• Croatian National Bank. (2018). Analysis and publications. Retrived from https://www.hnb.hr/en/analyses-and-publications/publications-calendar
   Google Scholar
• Day, G. S. (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9(3), 29–35.
   Web of Science ®Google Scholar
• Deng, W. J., Yeh, M. L., & Sung, M. L. (2013). A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index. International Journal of Hospitality Management, 35, 133–140.
   Web of Science ®Google Scholar
• Dwivedi, A. (2015). A higher-order model of consumer brand engagement and its impact on loyalty intentions. Journal of Retailing and Consumer Services, 24, 100–109.
   Web of Science ®Google Scholar
• Dwyer, L., Pham, T., Forsyth, P., & Spurr, R. (2014). Destination marketing of Australia: Return on investment. Journal of Travel Research, 53(3), 281–295.
   Web of Science ®Google Scholar
• Getty, J. M., & Thompson, K. N. (1994). The relationship between quality, satisfaction, and recommending behavior in lodging decision. Journal of Hospitality & Leisure Marketing, 2(3), 3–22.
   Google Scholar
• Goldsmith, R. E., Flynn, L. R., & Clark, R. A. (2011). Materialism and brand engagement as shopping motivations. Journal of Retailing and Consumer Services, 18(4), 278–284.
   Google Scholar
• The Government of the Republic of Croatia. (2013). Tourism development strategy of the Republic of Croatia until 2020. Retreived from https://mint.gov.hr/UserDocsImages//arhiva//Tourism_development_strategy_2020.pdf
   Google Scholar
• Gretzel, U., Fesenmaier, D. R., Formica, S., & O’Leary, J. T. (2006). Searching for the future: Challenges faced by destination marketing organizations. Journal of Travel Research, 45(2), 116–126.
   Google Scholar
• Gutiérrez-Cillán, J., Camarero-Izquierdo, C., & San José-Cabezudo, R. (2017). How brand post content contributes to user’s Facebook brand-page engagement. The experiential route of active participation. BRQ Business Research Quarterly, 20(4), 258–274.
   Web of Science ®Google Scholar
• Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152.
   Google Scholar
• Han, H., & Back, K. (2006). Investing the effects of consumption emotions on customer satisfaction and repeat visit intentions in the lodging industry. Journal of Hospitality & Leisure Marketing, 15(3), 5–30.
   Google Scholar
• Han, H., & Ryu, K. (2007). Moderating role of personal characteristics in forming res-taurant customers’ behavioral intentions: An upscale restaurant setting. Journal of Hospitality & Leisure Marketing, 15(4), 25–54.
   Google Scholar
• Havlena, W. J., & Holbrook, M. B. (1986). The varieties of consumption experience: Comparing two typologies of emotion in consumer behavior. Journal of Consumer Research, 13(3), 394–404.
   Web of Science ®Google Scholar
• Helkkula, A., & Kelleher, C. (2010). Circularity of customer service experience and customer perceived value. Journal of Customer Behaviour, 9(1), 37–53.
   Google Scholar
• Helkkula, A., Kelleher, C., & Pihlström, M. (2012). Characterizing value as an experience: Implications for service researchers and managers. Journal of Service Research, 15(1), 59–75.
   Web of Science ®Google Scholar
• Hendija, Z., Kesar, O., & Bucar, K. (2018). Basic data about world and Croatian tourism in 2016 (Vol. 3) (2). Zagreb: Faculty of Economics & Business, Department of Tourism. In Croatian.
   Google Scholar
• Hollebeek, L. D. (2011). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27(7–8), 785–807.
   Google Scholar
• Horwath HTL. (2017). European Hotels & Chains Report 2017. New York. Retreived from http://horwathhtl.pl/files/2017/05/Horwath-HTL_European-Hotels-Chains-Report-2017.pdf
   Google Scholar
• Iwasaki, Y., & Mannell, R. C. (1999). The effects of leisure beliefs and coping strategies on stress‐health relationships: A field study. Leisure/Loisir, 24(1–2), 3–57.
   Google Scholar
• Jae Lee, M., & Back, K. J. (2005). A review of economic value drivers in convention and meeting management research. International Journal of Contemporary Hospitality Management, 17(5), 409–420.
   Google Scholar
• Jiang, K., Luk, S. T. K., & Cardinali, S. (2018). The role of pre-consumption experience in perceived value of retailer brands: Consumers’ experience from emerging markets. Journal of Business Research, 86, 374–385.
   Web of Science ®Google Scholar
• Jin, N. P., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82–95.
   Web of Science ®Google Scholar
• Keller, K. L. (2001). Building customer-based brand equity: A blueprint for creating strong brands. Marketing Management, 10, 15–19.
   Google Scholar
• Keller, K. L. (2013). strategic brand management: Building, measuring, and managing brand equity (4th ed.). Upper Saddle River, NJ: Prentice Hall.
   Google Scholar
• Keller, K. L., & Lehmann, D. R. (2006). Brands and branding: Research findings and future priorities. Marketing Science, 25(6), 740–759.
   Web of Science ®Google Scholar
• Keng, C. J., Huang, T. L., Zheng, L. J., & Hsu, M. K. (2007). Modeling service encounters and customer experiential value in retailing: An empirical investigation of shopping mall customers in Taiwan. International Journal of Service Industry Management, 18(4), 349–367.
   Google Scholar
• Kim, D., & Perdue, R. R. (2013). The effects of cognitive, affective, and sensory attributes on hotel choice. International Journal of Hospitality Management, 35, 246–257.
   Web of Science ®Google Scholar
• Kim, J. H. (2014). The antecedents of memorable tourism experiences: The development of a scale to measure the destination attributes associated with memorable experiences. Tourism Management, 44, 34–45.
   Web of Science ®Google Scholar
• Kim, J. H., Ritchie, J. B., & McCormick, B. (2012). Development of a scale to measure memorable tourism experiences. Journal of Travel Research, 51(1), 12–25.
   Web of Science ®Google Scholar
• Kivela, J., & Crotts, J. C. (2006). Tourism and gastronomy: Gastronomy’s influence on how tourists experience a destination. Journal of Hospitality & Tourism Research, 30(3), 354–377.
   Google Scholar
• Koh, S., Demirbag, M., Bayraktar, E., Tatoglu, E., & Zaim, S. (2007). The impact of supply chain management practices on performance of SMEs. Industrial Management & Data Systems, 107(1), 103–124.
   Web of Science ®Google Scholar
• Kumar, V., & Kaushik, A. K. (2018). Destination brand experience and visitor behavior: The mediating role of destination brand identification. Journal of Travel & Tourism Marketing, 35(5), 649–663.
   Web of Science ®Google Scholar
• Lapierre, J. (2000). Customer-perceived value in industrial contexts. Journal of Business & Industrial Marketing, 15(2/3), 122–145.
   Google Scholar
• Lončarić, D., Dlačić, J., & Perišić Prodan, M. (2018). What makes summer vacation experience memorable? An empirical study from Croatia. Zbornik Veleucilišta u Rijeci, 6(1), 67–80.
   Web of Science ®Google Scholar
• Loureiro, S. M. C. (2014). The role of the rural tourism experience economy in place attachment and behavioral intentions. International Journal of Hospitality Management, 40, 1–9.
   Web of Science ®Google Scholar
• Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39–56.
   Web of Science ®Google Scholar
• Mathwick, C., Malhotra, N. K., & Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: An internet and catalog comparison. Journal of Retailing, 78(1), 51–60.
   Web of Science ®Google Scholar
• McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410.
   Google Scholar
• Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
   Google Scholar
• Nammir, D. S. S., Marane, B. M., & Ali, A. M. (2012). Determine the role of customer engagement on relationship quality and relationship performance. European Journal of Business and Management, 4(11), 27–36.
   Google Scholar
• Narayanan, S., Desiraju, R., & Chintagunta, P. K. (2004). Return on investment implications for pharmaceutical promotional expenditures: The role of marketing-mix interactions. Journal of Marketing, 68(4), 90–105.
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12–40.
   Web of Science ®Google Scholar
• Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119–134.
   Web of Science ®Google Scholar
• Pine, B. J., & Gilmore, J. H. (1999). The experience economy: Work is theatre & every business a stage. Boston: Harvard Business Press.
   Google Scholar
• Poncin, I., & Mimoun, M. S. B. (2014). The impact of “e-atmospherics” on physical stores. Journal of Retailing and Consumer Services, 21(5), 851–859.
   Google Scholar
• Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing, 68(1), 109–127.
   Web of Science ®Google Scholar
• Ryu, K., Han, H., & Kim, T. H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459–469.
   Web of Science ®Google Scholar
• Sahin, A., Zehir, C., & Kitapci, H. (2012). The effects of brand experience and service quality on repurchase intention: The role of brand relationship quality. African Journal of Business Management, 6(45), 11190–11201.
   Google Scholar
• Sandström, S., Edvardsson, B., Kristensson, P., & Magnusson, P. (2008). Value in use through service experience. Managing Service Quality: An International Journal, 18(2), 112–126.
   Google Scholar
• Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272.
   Web of Science ®Google Scholar
• Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913–949.
   Google Scholar
• Sheng, X., Simpson, P. M., & Siguaw, J. A. (2017). Communities as nested servicescapes. Journal of Service Research, 20(2), 171–187.
   Web of Science ®Google Scholar
• Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159–170.
   Web of Science ®Google Scholar
• Sipe, L. J., & Testa, M. R. (2018). From satisfied to memorable: An empirical study of service and experience dimensions on guest outcomes in the hospitality industry. Journal of Hospitality Marketing & Management, 27(2), 178–195.
   Web of Science ®Google Scholar
• Smith, J. B., & Colgate, M. (2007). Customer value creation: A practical framework. Journal of Marketing Theory and Practice, 15(1), 7–23.
   Google Scholar
• So, K. K. F., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale development and validation. Journal of Hospitality & Tourism Research, 38(3), 304–329.
   Web of Science ®Google Scholar
• So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64–78.
   Web of Science ®Google Scholar
• Sperber, A. D., Devellis, R. F., & Boehlecke, B. (1994). Cross-cultural translation: Methodology and validation. Journal of Cross-Cultural Psychology, 25(4), 501–524.
   Web of Science ®Google Scholar
• Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: Development and validation of a scale. Journal of Marketing Research, 46(1), 92–104.
   Web of Science ®Google Scholar
• Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220.
   Web of Science ®Google Scholar
• Thomson, M. (2006). Human brands: Investigating antecedents to consumers’ strong attachments to celebrities. Journal of Marketing, 70(3), 104–119.
   Web of Science ®Google Scholar
• Tomaselli, F., Sanchez, O., & Brown, S. (2015). How to engage users through gamification: The prevalent effects of playing and mastering over competing. In Thirty Sixth International Conference on Information Systems (pp. 1–16). Fort Worth.
   Google Scholar
• Tsai, C. T. S., & Wang, Y. C. (2017). Experiential value in branding food tourism. Journal of Destination Marketing & Management, 6(1), 56–65.
   Web of Science ®Google Scholar
• Tsaur, S. H., Chiu, Y. T., & Wang, C. H. (2007). The visitors behavioral consequences of experiential marketing: An empirical study on Taipei Zoo. Journal of Travel & Tourism Marketing, 21(1), 47–64.
   Google Scholar
• Tukamushaba, E. K., Xiao, H., & Ladkin, A. (2016). The effect of tourists’ perceptions of a tourism product on memorable travel experience: Implications for destination branding. European Journal of Tourism, Hospitality and Recreation, 7(1), 2–12.
   Web of Science ®Google Scholar
• Turley, L. W., & Chebat, J. C. (2002). Linking retail strategy, atmospheric design and shopping behaviour. Journal of Marketing Management, 18(1–2), 125–144.
   Google Scholar
• Unger, L. S., & Kernan, J. B. (1983). On the meaning of leisure: An investigation of some determinants of the subjective experience. Journal of Consumer Research, 9(4), 381–392.
   Web of Science ®Google Scholar
• UNWTO. (2017). World Tourism Organization. UNWTO Tourism Highlights. Retrived from http://people.unica.it/carlamassidda/files/2017/06/UNWTO_Tourism-Highlights_2017.pdf
   Google Scholar
• van Doorn, J., Lemom, K. N., Mittal, V., Nass, S. P., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behaviour: Theoretical foundations and reserach directions. Journal of Service Research, 13, 253–266.
   Web of Science ®Google Scholar
• Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146.
   Google Scholar
• Wan, Y. K. P. (2015). Equal access to integrated resort amenities for people with disabilities. International Journal of Hospitality & Tourism Administration, 16(3), 251–274.
   Web of Science ®Google Scholar
• Weinberg, B. D., & Pehlivan, E. (2011). Social spending: Managing the social media mix. Business Horizons, 54(3), 275–282.
   Web of Science ®Google Scholar
• Wirtz, J., Den Ambtman, A., Bloemer, J., Horvath, C., Ramaseshan, B., Van De Klundert, J., … Kandampully, J. (2013). Managing brands and customer engagement in online brand communities. Journal of Service Management, 24(3), 223–244.
   Web of Science ®Google Scholar
• Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139–153.
   Web of Science ®Google Scholar
• WTTC. (2018, March). World travel and tourism council, travel & tourism economic impact 2018 Croatia. Retrieved from https://www.wttc.org/-/media/files/reports/economic-impact-research/countries-2018/croatia2018.pdf
   Google Scholar
• Wu, C. H. J., & Liang, R. D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel. Restaurants. International Journal of Hospitality Management, 28(4), 586–593.
   Web of Science ®Google Scholar
• Wu, H. C., Li, M. Y., & Li, T. (2018). A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention. Journal of Hospitality & Tourism Research, 42(1), 26–73.
   Web of Science ®Google Scholar
• Xie, K. L., Xiong, L., Chen, C. C., & Hu, C. (2015). Understanding active loyalty behavior in hotel reward programs through customers’ switching costs and perceived program value. Journal of Travel & Tourism Marketing, 32(3), 308–324.
   Web of Science ®Google Scholar
• Yuan, Y. H. E., & Wu, C. K. (2008). Relationships among experiential marketing, experiential value, and customer satisfaction. Journal of Hospitality & Tourism Research, 32(3), 387–410.
   Web of Science ®Google Scholar
• Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
   Web of Science ®Google Scholar