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From Satisfied to Memorable: An Empirical Study of Service and Experience Dimensions on Guest Outcomes in the Hospitality Industry
16 references·16 citing·37 second hopsampled
From Satisfied to Memorable: An Empirical Study of Service and Experience Dimensions on Guest Outcomes in the Hospitality Industry (2017)From Satisfied to Memorable: An Empirical…Welcome to the experience economy (2019)Welcome to the experience eco…Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)The Predictive Validity of Mu…Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Factors Influencing the Effec…Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Factors Influencing the Effec…The One Number You Need to Grow (2004)The One Number You Need to Gr…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Flow: the psychology of optimal experience (1990)Flow: the psychology of optim…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Negative Memories Toward Airlines: Scale Development and Validation (2025)Negative Memories Toward Airl…What customer experience and value dimension(s) mostly drive luxury hotel brand purchase intention? (2024)What customer experience and …Co-creating customer experiences in service ecosystems: a study in a tourist destination (2024)Co-creating customer experien…Value Co-Creation and Co-Destruction: Considerations of Spa Servicescapes (2021)Value Co-Creation and Co-Dest…Investigating the Impacts of Hotel Brand Experience on Brand Loyalty: The Mediating Role of Brand Positioning (2021)Investigating the Impacts of …Hotels' sustainability practices and guests' familiarity, attitudes and behaviours (2021)Hotels' sustainability practi…The impact of experience on brand loyalty: Mediating effect of images of Taiwan hotels (2020)The impact of experience on b…Natural plants in hospitality servicescapes: the role of perceived aesthetic value (2020)Natural plants in hospitality…Látogatói élmény a múzeumokban. Az eszképizmus mint élménydimenzió elemzése a múzeumi látogatások kontextusában (2020)Látogatói élmény a múzeumokba…Emotion, memory and re-collective value: shared festival experiences (2020)Emotion, memory and re-collec…Impact of tourist-to-tourist interaction on tourism experience: The mediating role of cohesion and intimacy (2019)Impact of tourist-to-tourist …Designing memorable guest experiences (2019)Designing memorable guest exp…Ambience and social interaction effects on customer patronage of traditional coffeehouses: Insights from kopitiams (2019)Ambience and social interacti…Towards An Experience Innovation Canvas: A Framework for Measuring Innovation in the Hospitality and Tourism Industry (2018)Towards An Experience Innovat…Effects of service experience attributes on customer attitudes and behaviours: the case of New Zealand café industry (2018)Effects of service experience…Drivers of customer loyalty and word of mouth intentions: moderating role of interactional justice (2018)Drivers of customer loyalty a…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Understanding Customer Experience Throughout the Customer Journey (2016)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Customer Engagement (2011)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Structural equation modeling in practice: A review and recommended two-step approach. (1988)What is coefficient alpha? An examination of theory and applications. (1993)Formative versus reflective measurement models: Two applications of formative measurement (2008)Guidelines for choosing between multi-item and single-item scales for construct measurement: a predictive validity perspective (2012)Coronavirus Anxiety Scale: A brief mental health screener for COVID-19 related anxiety (2020)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Subjective well-being: Three decades of progress. (1999)The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. (2001)The benefits of being present: Mindfulness and its role in psychological well-being. (2003)
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References

  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1990Flow: the psychology of optimal experience12,637 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 2007The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs3,094 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
  • 2006Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis2,596 cited
  • 2019Welcome to the experience economy2,562 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 2004The One Number You Need to Grow

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2,034 cited
  • 2006Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis1,996 cited
  • Cited by

    • 2019Impact of tourist-to-tourist interaction on tourism experience: The mediating role of cohesion and intimacy257 cited
    • 2020Emotion, memory and re-collective value: shared festival experiences82 cited
    • 2025Negative Memories Toward Airlines: Scale Development and Validation78 cited
    • 2020Natural plants in hospitality servicescapes: the role of perceived aesthetic value56 cited
    • 2018Drivers of customer loyalty and word of mouth intentions: moderating role of interactional justice54 cited
    • 2018Effects of service experience attributes on customer attitudes and behaviours: the case of New Zealand café industry45 cited
    • 2019Designing memorable guest experiences42 cited
    • 2021Investigating the Impacts of Hotel Brand Experience on Brand Loyalty: The Mediating Role of Brand Positioning33 cited
    • 2020The impact of experience on brand loyalty: Mediating effect of images of Taiwan hotels27 cited
    • 2024What customer experience and value dimension(s) mostly drive luxury hotel brand purchase intention?25 cited
    • 2021Value Co-Creation and Co-Destruction: Considerations of Spa Servicescapes23 cited
    • 2019Ambience and social interaction effects on customer patronage of traditional coffeehouses: Insights from kopitiams21 cited
    • 2024Co-creating customer experiences in service ecosystems: a study in a tourist destination18 cited
    • 2021Hotels' sustainability practices and guests' familiarity, attitudes and behaviours18 cited
    • 2018Towards An Experience Innovation Canvas: A Framework for Measuring Innovation in the Hospitality and Tourism Industry18 cited
    • 2020Látogatói élmény a múzeumokban. Az eszképizmus mint élménydimenzió elemzése a múzeumi látogatások kontextusában2 cited