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

Lori J. Sipe · Mark R. Testa

95 citations0/0 files storedJournal of Hospitality Marketing & Management

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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.

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 2003Evolving to a New Dominant Logic for Marketing 1990Flow: the psychology of optimal experience 1992Measuring Service Quality: A Reexamination and Extension 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2010Satisfaction: a behavioral perspective on the consumer 1990Delivering quality service: balancing customer perceptions and expectations 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach

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