RELATIONSHIP BETWEEN GUEST EXPERIENCE, PERSONALITY CHARACTERISTICS, AND SATISFACTION: MODERATING EFFECT OF EXTRAVERSION AND OPENNESS TO EXPERIENCE

被引：22

作者：

Bujisic, Milos ^{[1
]}

Bilgihan, Anil ^{[2
]}

Smith, Scott ^{[3
]}

机构：

[1] Ohio State Univ, Dept Consumer Sci, Columbus, OH 43210 USA

[2] Florida Atlantic Univ, Dept Mkt, 777 Glades Rd, Boca Raton, FL 33431 USA

[3] Univ S Carolina, Sch Hotel Restaurant & Tourism Management, Columbia, SC 29208 USA

来源：

TOURISM ANALYSIS | 2015年 / 20卷 / 01期

关键词：

Experience economy; Performance quality; Satisfaction; Big Five personality;

D O I：

10.3727/108354215X14205687167509

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Based on the experience economy concept, this study develops a model that incorporates guest experiences, satisfaction, return intention, word of mouth (WOM), and personality traits. Quasiexperimental design has been used with the manipulation of different experience scenarios. This allows for the testing of causal relationships between the different types of experiences and the three dependent variables of satisfaction, return intention, and WOM. The final elements of the proposed model are personality traits measured using the "Big Five" model. MANOVA was utilized to test the effect of manipulations on the dependent variables. Additionally, the moderating effect of openness to experience and extraversion was tested. The second stage involved the creation of a structural equation model that tested the relationship between four different experience dimensions.

引用

页码：25 / 38

页数：14

共 63 条

[1] CUSTOMER SATISFACTION, MARKET SHARE, AND PROFITABILITY - FINDINGS FROM SWEDEN [J].

ANDERSON, EW ;

FORNELL, C ;

LEHMANN, DR .

JOURNAL OF MARKETING, 1994, 58 (03) :53-66

[2] The tourist in the experience economy [J].

Andersson, Tommy D. .

SCANDINAVIAN JOURNAL OF HOSPITALITY AND TOURISM, 2007, 7 (01) :46-58

[3] Quality, satisfaction and behavioral intentions [J].

Baker, DA ;

Crompton, JL .

ANNALS OF TOURISM RESEARCH, 2000, 27 (03) :785-804

[4] SELECTED DETERMINANTS OF CONSUMER SATISFACTION AND COMPLAINT REPORTS [J].

BEARDEN, WO ;

TEEL, JE .

JOURNAL OF MARKETING RESEARCH, 1983, 20 (01) :21-28

[5] EVALUATING SERVICE ENCOUNTERS - THE EFFECTS OF PHYSICAL SURROUNDINGS AND EMPLOYEE RESPONSES [J].

BITNER, MJ .

JOURNAL OF MARKETING, 1990, 54 (02) :69-82

[6] SERVICESCAPES - THE IMPACT OF PHYSICAL SURROUNDINGS ON CUSTOMERS AND EMPLOYEES [J].

BITNER, MJ .

JOURNAL OF MARKETING, 1992, 56 (02) :57-71

[7] THE EFFECTS OF PERCEIVED JUSTICE ON COMPLAINANTS NEGATIVE WORD-OF-MOUTH BEHAVIOR AND REPATRONAGE INTENTIONS [J].

BLODGETT, JG ;

GRANBOIS, DH ;

WALTERS, RG .

JOURNAL OF RETAILING, 1993, 69 (04) :399-428

[8]

Bowen J. T., 2001, International Journal of Contemporary Hospitality Management, V13, P213, DOI 10.1108/09596110110395893

[9]

Bowen J. T., 1998, Cornell Hotel and Restaurant Administration Quarterly, V39, P12, DOI 10.1177/001088049803900104

[10]

Carbone L., 1994, MARK MANAG, V3

← 1 2 3 4 5 6 7 →