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Cited by 658

The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.

Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors

Pullman, Madeleine E., Gross, Michael A.·2004·Decision Sciences
DOI 10.1111/j.0011-7315.2004.02611.x
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Abstract

Experience design, an approach to create emotional connection with guests or customers through careful planning of tangible and intangible service elements, has gained popularity in many hospitality and retail businesses. With ever‐increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This article explores the relationship between different service elements designed to create enhanced experience and customer loyalty. In addition, it looks at emotional responses as mediating factors between the physical and relational elements and loyalty behaviors. A model is proposed and tested with a VIP hospitality tent for an internationally renowned touring circus. Results of the study indicate that while a few design elements directly affect loyalty behavior, the relationship between most design elements and loyalty behavior is strongly mediated by eliciting certain types of emotional behavior. This connection has implications for the focus of service managers' efforts in different environments.

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Metadata

Authors
Pullman, M. E., & Gross, M. A.
Venue
Decision Sciences
Publisher
Wiley
Published
2004-07-09
Volume
35
Issue
3
Pages
551-578
ISSN
  • 0011-7315 (ISSN-L)
  • 1540-5915
DOI
10.1111/j.0011-7315.2004.02611.x
OpenAlex
W2013502477
Cited by
658
References
11
FWCI
16.50
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.