1,177
Views
5
CrossRef citations to date
0
Altmetric
Articles

Effects of Service Experience on Behavioral intentions: Serial Multiple Mediation Model

&

References

  • Ajzen, I. (1985). From Intentions to Actions: A Theory of Planned Behavior. In J. Kuhl & J. Beckmann (Eds.), Action Control. SSSP Springer Series in Social Psychology (pp. 11–39). Heidelberg, Berlin: Springer.
  • Ali, F., Amin, M., & Cobanoglu, C. (2015). 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. doi:10.1080/19368623.2015.1019172
  • Altunel, M. C., & Erkut, B. (2015). Cultural tourism in Istanbul: The mediation effect of tourist experience and satisfaction on the relationship between involvement and recommendation intention. Journal of Destination Marketing & Management, 4(4), 213–221. doi:10.1016/j.jdmm.2015.06.003
  • Andajani, E. (2015). Understanding customer experience management in retailing. Procedia - Social and Behavioral Sciences, 211(Suppl. C), 629–633. doi:10.1016/j.sbspro.2015.11.082
  • Anderson, J. C., & Gerbing, D. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. doi:10.1037/0033-2909.103.3.411
  • Association, T. S. (2014). Spa industry study 2014 opening the spa doors to Asian. Retrieved from http://www.thaispaassociation.com/uploads/userfiles/file/2014_Spa_Study_Final.pdf
  • 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. doi:10.1086/jcr.1994.20.issue-4
  • Barsky, J., & Nash, L. (2002). Evoking emotion: Affective keys to hotel loyalty. Cornell Hotel and Restaurant Administration Quarterly, 43(1), 39–46. doi:10.1016/S0010-8804(02)80007-6
  • Bjurstam, A., & Cohen, M. (2008). Spa and the future leadership climate. In M. Cohen & G. Bodeker (Eds.), Understanding the global spa industry: Spa management (pp. 363–376). Abingdon, Oxon: Butterworth-Heinemann.
  • Chang, T.-Y., & Horng, S.-C. (2010). Conceptualizing and measuring experience quality: The customer’s perspective. Service Industries Journal, 30(14), 2401–2419. doi:10.1080/02642060802629919
  • Chen, C.-F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709–717.
  • Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. doi:10.1016/j.tourman.2009.02.008
  • Chen, S.-C., & Lin, C.-P. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96(Suppl. C), 40–50. doi:10.1016/j.techfore.2014.11.011
  • Chin, W. W., Peterson, R. A., & Brown, S. P. (2008). Structural equation modeling in marketing: Some practical reminders. Journal of Marketing Theory and Practice, 16(4), 287–298. doi:10.2753/MTP1069-6679160402
  • Choi, K.-S., Cho, W.-H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57(8), 913–921. doi:10.1016/S0148-2963(02)00293-X
  • Cohen, M., & Bodeker, G. (2008). Spas, wellness and human evolution. In M. Cohen & G. Bodeker (Eds.), Understanding the global spa industry: Spa management (pp. 3–25). Oxford, UK: Elsevier.
  • Dimitrovski, D., & Todorović, A. (2015). Clustering wellness tourists in spa environment. Tourism Management Perspectives, 16(Suppl. C), 259–265. doi:10.1016/j.tmp.2015.09.004
  • Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2003). Empirical testing of a model of online store atmospherics and shopper responses. Psychology and Marketing, 20(2), 139–150. doi:10.1002/(ISSN)1520-6793
  • Fernandes, R. S., & Bonillo, M. A. I. (2007). The concept of perceived value: A systematic review of the research. Marketing Theory, 7(4), 427–451. doi:10.1177/1470593107083165
  • Fernandes, T., & Cruz, M. (2016). Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars. Journal of Retailing and Consumer Services, 31(Suppl. C), 371–379. doi:10.1016/j.jretconser.2016.05.002
  • Fiore, A. M., & Kim, J. (2007). An integrative framework capturing experiential and utilitarian shopping experience. International Journal of Retail & Distribution Management, 35(6), 421–442. doi:10.1108/09590550710750313
  • Fiore, A. M., & Ogle, J. P. (2000). Facilitating students’ integration of textiles and clothing subject matter part one: Dimensions of a model and a taxonomy. Clothing and Textiles Research Journal, 18(1), 31–45. doi:10.1177/0887302X0001800104
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi:10.2307/3151312
  • Foxall, G. R., & Goldsmith, R. E. (1994). Consumer psychology for marketing. London, UK: Rutledge.
  • Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437–452. doi:10.1016/j.tourman.2004.12.002
  • Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395–410. doi:10.1016/j.emj.2007.08.005
  • Giese, J., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 4(1), 1–24.
  • Grace, D., & O’Cass, A. (2004). Examining service experiences and post‐consumption evaluations. Journal of Services Marketing, 18(6), 450–461. doi:10.1108/08876040410557230
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. Englewood Cliffs, NJ: Pearson Prentice Hall.
  • Han, H., Kiatkawsin, K., Jung, H., & Kim, W. (2017). The role of wellness spa tourism performance in building destination loyalty: The case of Thailand. Journal of Travel & Tourism Marketing. doi:10.1080/10548408.2017.1376031
  • Han, H., Kiatkawsin, K., Kim, W., & Lee, S. (2017). Investigating customer loyalty formation for wellness spa: Individualism vs. collectivism. International Journal of Hospitality Management, 67(Suppl. C), 11–23. doi:10.1016/j.ijhm.2017.07.007
  • Holbrook, M. B. (1986). Emotions in the consumption experience: Toward a new model of consumer behavior. In R. A. Peterson, W. D. Hoyer, & W. R. Wilson (Eds.), The role of affect in consumer behavior: Emerging theories and applications (pp. 17–52). Lexington, MA: Heath.
  • Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132–140. doi:10.1086/jcr.1982.9.issue-2
  • Huang, S., Liu, Z., & Hsu, C. H. C. (2014). Customer experiences with economy hotels in China: Evidence from mystery guests. Journal of Hospitality Marketing & Management, 23(3), 266–293. doi:10.1080/19368623.2013.787919
  • Hume, M., Mort, G. S., Liesch, P. W., & Winzar, H. (2006). Understanding service experience in non-profit performing arts: Implications for operations and service management. Journal of Operations Management, 24(4), 304–324. doi:10.1016/j.jom.2005.06.002
  • Hunt, H. K. (1977). CS/D-overview and future research directions. In K. H. Hunt (Ed.), Conceptualization and measurement of consumer satisfaction and dissatisfaction (pp. 455–488). Cambridge, MA: Marketing Science Institute.
  • Jin, N., 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. doi:10.1002/jtr.v17.1
  • Kashyap, R., & Bojanic, D. C. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39(1), 45–51. doi:10.1177/004728750003900106
  • Kiatkawsin, K., & Han, H. (2017). An alternative interpretation of attitude and extension of the value–attitude–behavior hierarchy: The destination attributes of Chiang Mai, Thailand. Asia Pacific Journal of Tourism Research, 22(5), 481–500. doi:10.1080/10941665.2016.1276466
  • Klaus, P., & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55, 227–246. doi:10.2501/IJMR-2013-021
  • Ladhari, R., Souiden, N., & Dufour, B. (2017). The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions. Journal of Retailing and Consumer Services, 34(Suppl. C), 10–18. doi:10.1016/j.jretconser.2016.09.005
  • Lin, C.-H., & Wang, W.-C. (2012). Effects of authenticity perception, hedonics, and perceived value on ceramic souvenir-repurchasing intention. Journal of Travel & Tourism Marketing, 29(8), 779–795. doi:10.1080/10548408.2012.730941
  • Lin, M.-Q., & Chiang, Y.-F. (2010). The influence of store environment on perceived experiential value and behavior intention. Asia Pacific Management Review, 15(2), 281–299.
  • Lin, Y., Kerstetter, D., Nawijn, J., & Mitas, O. (2014). Changes in emotions and their interactions with personality in a vacation context. Tourism Management, 40(Suppl. C), 416–424. doi:10.1016/j.tourman.2013.07.013
  • Lo, A., Qu, H., & Wetprasit, P. (2013). Realms of tourism spa experience: The case of mainland Chinese tourists. Journal of China Tourism Research, 9(4), 429–451. doi:10.1080/19388160.2013.841502
  • Lo, A., Wu, C., & Tsai, H. (2015). The impact of service quality on positive consumption emotions in resort and hotel spa experiences. Journal of Hospitality Marketing & Management, 24(2), 155–179. doi:10.1080/19368623.2014.885872
  • Lo, A. S., & Wu, C. (2014). Effect of consumption emotion on hotel and resort spa experience. Journal of Travel & Tourism Marketing, 31(8), 958–984. doi:10.1080/10548408.2014.895692
  • Loureiro, S. M. C., Almeida, M., & Rita, P. (2013). The effect of atmospheric cues and involvement on pleasure and relaxation: The spa hotel context. International Journal of Hospitality Management, 35(Suppl. C), 35–43. doi:10.1016/j.ijhm.2013.04.011
  • Mak, A. H. N., Wong, K. K. F., & Chang, R. C. Y. (2009). Health or self-indulgence? The motivations and characteristics of spa-goers. International Journal of Tourism Research, 11(2), 185–199. doi:10.1002/jtr.703
  • Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
  • Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116–126.
  • Oh, H. (2000a). Diners’ perceptions of quality, value, and satisfaction: A practical viewpoint. Cornell Hotel and Restaurant Administration Quarterly, 41(3), 55–58. doi:10.1177/001088040004100317
  • Oh, H. (2000b). The effect of brand class, brand awareness, and price on customer value and behavioral intentions. Journal of Hospitality & Tourism Research, 24(2), 136–162. doi:10.1177/109634800002400202
  • Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw Hill.
  • Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63, 33–44. doi:10.2307/1252099
  • Ortony, A., Clore, G. L., & Collins, A. (1988). The cognitive structure of emotions. Cambridge, MA: Cambridge University Press.
  • Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. doi:10.1037/0021-9010.88.5.879
  • Prayag, G., Hosany, S., & Odeh, K. (2013). The role of tourists’ emotional experiences and satisfaction in understanding behavioral intentions. Journal of Destination Marketing & Management, 2(2), 118–127. doi:10.1016/j.jdmm.2013.05.001
  • Reporters, T. P. B. S. (2017). Government endorses proposed inclusion Khon and traditional massage on UNESCO’s Intangible Cultural Heritage list. Retrieved from http://englishnews.thaipbs.or.th/government-endorses-proposed-inclusion-khon-traditional-massage-unescos-intangible-cultural-heritage-list/
  • Richins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24(2), 127–146. doi:10.1086/jcr.1997.24.issue-2
  • Ryu, K., Han, H., & Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416–432. doi:10.1108/09596111011035981
  • 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. doi:10.1016/j.ijhm.2007.11.001
  • Shaw, C., & Ivens, J. (2005). Building great customer experiences. New York, NY: Palgrave Macmillan UK.
  • Sritama, S. (2015). Spa industry expected to grow by 15%. The Nation. Retrieved from http://www.nationmultimedia.com/news/business/corporate/30253972
  • Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. doi:10.1016/S0022-4359(01)00041-0
  • Teixeira, J., Patrício, L., Nunes, N. J., Nóbrega, L., Fisk, R. P., & Constantine, L. (2012). Customer experience modeling: From customer experience to service design. Journal of Service Management, 23(3), 362–376. doi:10.1108/09564231211248453
  • Tsaur, S.-H., Chiu, Y.-T., & Wang, C.-H. (2007). The visitors behavioral consequences of experiential marketing. Journal of Travel & Tourism Marketing, 21(1), 47–64. doi:10.1300/J073v21n01_04
  • Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41. doi:10.1016/j.jretai.2008.11.001
  • Virabhakul, V., & Huang, C. H. (2017). Effective choice determinants for day spas selection: Discrete choice experiments. Journal of Tourism Research & Hospitality, 6, 4. doi:10.4172/2324-8807.1000176
  • Wilson, J. (2010). Essentials of Business Research: A Guide to doing your Research Project. London, UK: Sage Publications.
  • Woodall, T. (2003). Conceptualising ‘value for the customer’: An attributional, structural and dispositional analysis. Academy of Marketing Science Review, 12, 1–42.
  • 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. doi:10.1016/j.ijhm.2009.03.008
  • Wuttke, M., & Cohen, M. (2008). Spa retail. In M. Cohen & G. Bodeker (Eds.), Understanding the global spa industry: Spa management (pp. 208–220). Oxford, UK: Butterworth-Heinemann.
  • Yang, J., Gu, Y., & Cen, J. (2011). Festival tourists’ emotion, perceived value, and behavioral intentions: A test of the moderating effect of festivalscape. Journal of Convention & Event Tourism, 12(1), 25–44. doi:10.1080/15470148.2010.551292
  • Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799–822. doi:10.1002/(ISSN)1520-6793

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.