Tourists’ Description of their Experiences of the Servicescape of Integrated Resorts: the Case of Macau

References

• Ahn, J., Back, K.-J., & Barišić, P. (2019). The effect of dynamic integrated resort experience on Croatian customer behavior. Journal of Travel & Tourism Marketing, 36, 358–370. doi:10.1080/10548408.2018.1557097
   Web of Science ®Google Scholar
• Ali, F., Amin, M., & Ryu, K. (2016). The role of physical environment, price perceptions, and consumption emotions in developing customer satisfaction in Chinese resort hotels. Journal of Quality Assurance in Hospitality & Tourism, 17(1), 45–70. doi:10.1080/1528008X.2015.1016595
   Web of Science ®Google Scholar
• Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. Sloan Management Review, 43(3), 85–89.
   Google Scholar
• Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. doi:10.1177/002224299205600205
   Web of Science ®Google Scholar
• Chang, K. C. (2016). Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116–128. doi:10.1016/j.ijhm.2015.12.003
   Web of Science ®Google Scholar
• China Travel Agency. (2017). China outbound tourism in 2016. Retrieved from https://www.travelchinaguide.com/tourism/2016statistics/outbound.htm
   Google Scholar
• Dixon, M. J., & Walsman, M. C. (2014). Using behavioral research to design better customer experiences. Cornell Hospitality Quarterly, 55(3), 221–227. doi:10.1177/1938965514538703
   Web of Science ®Google Scholar
• Durna, U., Dedeoglu, B. B., & Balikcioglu, S. (2015). The role of servicescape and image perceptions of customers on behavioral intentions in the hotel industry. International Journal of Contemporary Hospitality Management, 27(7), 1728–1748. doi:10.1108/IJCHM-04-2014-0173
   Web of Science ®Google Scholar
• Gibson, D. (1998). A qualitative research study on perceptions held by Hong Kong hotel financial controllers in decision-making roles. International Journal of Hospitality Management, 17(1), 65–81. doi:10.1016/S0278-4319(98)00009-7
   Google Scholar
• Gilmore, J. H., & Pine, B. (2002). Differentiating hospitality operations via experiences: Why selling services is not enough. Cornell Hotel and Restaurant Administration Quarterly, 43(3), 87–96. doi:10.1016/S0010-8804(02)80022-2
   Google Scholar
• Han, H., Back, K. J., & Barrett, B. (2010). A consumption emotion measurement development: A full-service restaurant setting. The Service Industries Journal, 30(2), 299–320. doi:10.1080/02642060802123400
   Web of Science ®Google Scholar
• Harris, L. C., & Ezeh, C. (2008). Servicescape and loyalty intentions: An empirical investigation. European Journal of Marketing, 42(3/4), 390–422. doi:10.1108/03090560810852995
   Web of Science ®Google Scholar
• Hemmington, N. (2007). From service to experience: Understanding and defining the hospitality business. The Service Industries Journal, 27(6), 747–755. doi:10.1080/02642060701453221
   Web of Science ®Google Scholar
• Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasy, feelings and fun. Journal of Consumer Research, 9(2), 132–140. doi:10.1086/208906
   Web of Science ®Google Scholar
• Hosany, S., & Gilber, D. (2010). Measuring tourists’ emotional experiences toward hedonic holiday destinations. Journal of Travel Research, 49(4), 513–526. doi:10.1177/0047287509349267
   Web of Science ®Google Scholar
• Hosany, S., & Witham, M. (2010). Dimensions of cruisers’ experiences, satisfaction, and intention to recommend. Journal of Travel Research, 49(3), 351–364. doi:10.1177/0047287509346859
   Web of Science ®Google Scholar
• Hwang, J., & Seo, S. (2016). A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives. International Journal of Contemporary Hospitality Management, 28(10), 2218–2246. doi:10.1108/IJCHM-04-2015-0192
   Web of Science ®Google Scholar
• Io, M. U. (2018). The relationships between positive emotions, place attachment, and place satisfaction in casino hotels. International Journal of Hospitality & Tourism Administration., 19(2), 167–186. doi:10.1080/15256480.2017.1305315
   Web of Science ®Google Scholar
• Kim, W. G., & Moon, Y. J. (2009). Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type. International Journal of Hospitality Management, 28(1), 144–156. doi:10.1016/j.ijhm.2008.06.010
   Web of Science ®Google Scholar
• Li, M., Lehto, X., & Wei, W. (2014). The hedonic value of hospitality consumption: Evidence from spring break experiences. Journal of Hospitality Marketing & Management, 23(2), 99–121. doi:10.1080/19368623.2013.766582
   Google Scholar
• Lin, I. Y. (2004). Evaluating a servicescape: The effect of cognition and emotion. International Journal of Hospitality Management, 23(2), 163–178. doi:10.1016/j.ijhm.2003.01.001
   Google Scholar
• Lin, I. Y. (2010). The interactive effect of Gestalt situations and arousal seeking tendency on customers’ emotional responses: Matching color and music to specific servicescapes. Journal of Services Marketing, 24(4), 294–304. doi:10.1108/08876041011053006
   Web of Science ®Google Scholar
• Lin, I. Y. (2016). Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience. Journal of Services Marketing, 30(7), 692–712. doi:10.1108/JSM-08-2015-0258
   Web of Science ®Google Scholar
• Lin, I. Y., & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived congruency on customers’ emotions and satisfaction. Journal of Hospitality Marketing & Management, 19(8), 819–841. doi:10.1080/19368623.2010.514547
   Google Scholar
• Lin, J. S. C., & Liang, H. Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality: An International Journal, 21(4), 350–372. doi:10.1108/09604521111146243
   Google Scholar
• MacDonald, A., & Eadington, W. R. (2008). Everything to everybody: The case for integrated resorts. Global gaming business. Retrieved from http://ggbmagazine.com/issue/vol__7_no__11__november_2008/article/everything_to_everybody.
   Google Scholar
• Mak, A. H., Wong, K. K., & Chang, R. C. (2010). Factors affecting the service quality of the tour guiding profession in Macau. International Journal of Tourism Research, 12(3), 205–218. doi:10.1002/jtr.746
   Web of Science ®Google Scholar
• Martin, D., O’neill, M., Hubbard, S., & Palmer, A. (2008). The role of emotion in explaining consumer satisfaction and future behavioural intention. Journal of Services Marketing, 22(3), 224–236. doi:10.1108/08876040810871183
   Google Scholar
• Mehmetoglu, M., & Engen, M. (2011). Pine and Gilmore’s concept of experience economy and its dimensions: An empirical examination in tourism. Journal of Quality Assurance in Hospitality & Tourism, 12(4), 237–255. doi:10.1080/1528008X.2011.541847
   Google Scholar
• Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
   Google Scholar
• Meyer, C., & Schwager, A. (2007, February). Understanding customer experience. Harvard Business Review, 85(2), 117–126.
   Google Scholar
• Oh, H., Fiore, A. M., & Jeoung, M. (2007). Measuring experience economy concepts: Tourism applications. Journal of Travel Research, 46, 119–132. doi:10.1177/0047287507304039
   Google Scholar
• Otto, J. E., & Ritchie, J. R. B. (1996). The service experience in tourism. Tourism Management, 17(3), 165–174. doi:10.1016/0261-5177(96)00003-9
   Web of Science ®Google Scholar
• Park, J. Y., Back, R. M., Bufquin, D., & Shapoval, V. (2019). Servicescape, positive affect, satisfaction and behavioral intentions: The moderating role of familiarity. International Journal of Hospitality Management, 78(April), 102–111. doi:10.1016/j.ijhm.2018.11.003
   Google Scholar
• Pine, B. J., & Gilmore, H. J. (1999). The experience economy. Boston, MA: Harvard Business School Press.
   Google Scholar
• Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97–105.
   PubMed Web of Science ®Google Scholar
• Pine, B. J., & Gilmore, J. H. (2011). The experience economy (Updated ed.). Boston, MA: Harvard Business Review Press.
   Google Scholar
• Qu, H., & Ping, E. W. Y. (1999). A service performance model of Hong Kong cruise travelers’ motivation factors and satisfaction. Tourism Management, 20(2), 237–244. doi:10.1016/S0261-5177(98)00073-9
   Web of Science ®Google Scholar
• Ren, L., Qiu, H., Wang, P., & Lin, P. M. C. (2016). Exploring customer experience with budget hotels: Dimensionality and satisfaction. International Journal of Hospitality Management, 2, 13–23. doi:10.1016/j.ijhm.2015.09.009
   Google Scholar
• Richins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24(2), 127–146. doi:10.1086/209499
   Web of Science ®Google Scholar
• Schmitt, B. H. (1999). Experiential marketing. New York, NY: The Free Press.
   Google Scholar
• Shaw, C. (2005). Revolutionize your customer experience. Basingstoke, Hampshire: Palgrave Macmillan.
   Google Scholar
• Siu, N. Y., Wan, P. Y. K., & Dong, P. (2012). The impact of the servicescape on the desire to stay in convention and exhibition centers: The case of Macao. International Journal of Hospitality Management, 31, 236–246. doi:10.1016/j.ijhm.2011.06.011
   Web of Science ®Google Scholar
• Sternberg, E. (1997). The iconography of the tourism experience. Annals of Tourism Research, 24(4), 951–969. doi:10.1016/S0160-7383(97)00053-4
   Web of Science ®Google Scholar
• Strauss, A., & Corbin, J. (1998). Basics of qualitative research (Second ed.). Thousand Oakes, CA: Sage Publications.
   Google Scholar
• Tsai, S. P. (2010). Shopping mall management and entertainment experience: A cross-regional investigation. The Service Industries Journal, 30(3), 321–337. doi:10.1080/02642060802123376
   Web of Science ®Google Scholar
• Tung, V. W. S., & Ritchie, J. B. (2011). Exploring the essence of memorable tourism experiences. Annals of Tourism Research, 38(4), 1367–1386. doi:10.1016/j.annals.2011.03.009
   Web of Science ®Google Scholar
• Vespestad, M. K., & Lindberg, F. (2011). Understanding nature-based tourist experiences: An ontological analysis. Current Issues In Tourism, 14(6), 563–580. doi:10.1080/13683500.2010.513730
   Web of Science ®Google Scholar
• Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service setting. Journal of Services Marketing, 10(6), 45–64. doi:10.1108/08876049610148594
   Google Scholar
• Walls, A., Okumus, F., Wang, Y. R., & Kwun, D. J. W. (2011). Understanding the consumer experience: An exploratory study of luxury hotels. Journal of Hospitality Marketing & Management, 20(2), 166–197. doi:10.1080/19368623.2011.536074
   Google Scholar
• Wan, Y. K. P. (2013). Mainland Chinese gamblers’ casino design preferences. Journal of Vacation Marketing, 19(4), 359–374. doi:10.1177/1356766712471234
   Google Scholar
• Wan, Y. K. P., & Chan, S. H. J. (2013). Casino employees’ perceptions of their quality of work life. International Journal of Hospitality Management, 34, 348–358. doi:10.1016/j.ijhm.2012.11.010
   Web of Science ®Google Scholar
• Wong, A., Wan, Y. K. P., & Gao, J. (2017). How to attract and retain Generation Y employees? An exploration of career choice and the meaning of work. Tourism Management Perspectives, 23, 140–150. doi:10.1016/j.tmp.2017.06.003
   Web of Science ®Google Scholar
• Wong, I. A., & Rosenbaum, M. S. (2010). Beyond hardcore gambling: Understanding why mainland Chinese visit casinos in Macau. Journal of Hospitality & Tourism Research, 36(1), 32–51. doi:10.1177/1096348010380600
   Web of Science ®Google Scholar
• Wong, I. K. A., & Dioko, D. L. (2013). Understanding the mediated moderating role of customer expectations in the customer satisfaction model: The case of casinos. Tourism Management, 36, 188–199. doi:10.1016/j.tourman.2012.10.010
   Web of Science ®Google Scholar
• Wong, I. K. A., & Wu, J. Y. S. (2013). Understanding casino experiential attributes: An application to market positioning. International Journal of Hospitality Management, 35, 214–224. doi:10.1016/j.ijhm.2013.06.009
   Web of Science ®Google Scholar
• Wu, H. C., & Li, T. (2014). A study of experiential quality, perceived values, heritage image, experiential satisfaction, and behavioral intentions for heritage tourists. Journal of Hospitality & Tourism Research, 41(8), 1–41. doi:10.1177/1096348014525638
   Google Scholar