Defining an experience: A call for research
by Bonnie J. Knutson (The School of Hospitality Business, Eli Broad College of Business, Michigan State University), & Jeffrey A. Beck (The School of Hospitality Business, Eli Broad College of Business, Michigan State University)
Abstract:
While speculation about what constitutes an experience abound, the complex relationship among value, service quality, satisfaction, and experience is in its infancy. Before this relationship can be fully examined, dimensions of these four critical components need to be incorporated into a unified, holistic model that includes the three primary constructs of Service Quality, Value, and Satisfaction. This article calls for the development of a model and offers some direction to encourage future research about the experience construct in hospitality and tourism.
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