Examining the Airbnb accommodation experience in Hangzhou through the lens of the Experience Economy Model

2021 ◽  
pp. 135676672110247
Author(s):  
Yafang Bao ◽  
Emily Ma ◽  
Liqing La ◽  
Feifei Xu ◽  
Leijun Huang
Keyword(s):  
Customer Experience ◽  
Experience Economy ◽  
Entertainment Education ◽  
Economy Model ◽  
Empirical Significance

Customers choosing Airbnb over a traditional hotel are looking for a different experience. Despite the popularity of Airbnb in China, little research has been devoted to examining customers’ perception and experience with this nascent form of accommodation. Through the lens of the expanded Experience Economy Model, and based on 7606 customer comments for 294 listed Airbnb accommodations in Hangzhou, China, this study explored eight aspects of customer experience—namely, entertainment, education, esthetics, escapism, interaction, home-feeling, tangible-sensorial and localness—regarding Airbnb experiences in China. Findings of this study suggested that although all eight aspects were present, there is in general a lack of entertainment and escapist experience in Airbnb accommodations in Hangzhou, suggesting meaningful directions that Airbnb accommodations need to work on. The study contributes to customer experience literature, particularly to the Experience Economy Model and also has important empirical significance.

Exploring the ecotourism service experience framework using the dimensions of motivation, expectation and ecotourism experience

2021 ◽  
pp. 146735842110568
Author(s):  
Jennifer Kim Lian Chan ◽  
Fiffy Hanisdah Saikim
Keyword(s):  
Empirical Evidence ◽  
Thematic Analysis ◽  
Experience Economy ◽  
Experiential Marketing ◽  
Economy Model ◽  
Service Experience ◽  
Destination Attractiveness ◽  
Key Dimensions ◽  
Lower Kinabatangan ◽  
Service Experiences

This study explores the ecotourism service experience framework by analysing ecotourists’ motivations and expectations, as well as the dimensions of ecotourism experiences. A total of 51 ecotourists were interviewed in person at ecotourist lodges in Lower Kinabatangan, Malaysia. Interview responses were analysed using thematic analysis, and a multi-data triangulation was carried out to identify key service experience dimensions guided by the co-creation concept. Findings reveal that motivations and expectations of ecotourists are connected to the dimensions of ecotourism experiences. Several findings reveal that key dimensions include ‘wildlife’, ‘nature/environment’ and ‘experiences driven from ecotourism activities’ (such as riverboat cruises and jungle trekking). Based on the interviews, these dimensions can be further interpreted and conceptualised as ‘education’, ‘aesthetic’, ‘escape’ and ‘entertainment’, similar to the four realms of experience in the experience economy model by Pine and Gilmore (1998 , 1999) . Hence, an ecotourism service experience framework, comprising both tangible and intangible elements, is proposed as a sound and practical approach to understanding ecotourism service experiences. This study offers empirical evidence and an innovative approach by identifying the ecotourism service experience dimensions and exploring a relevant framework, which was previously neglected. Ecotourism operators should utilise the four identified service experience dimensions to stage unique ecotourism experiences and enhance destination attractiveness and competitiveness. Experiential marketing can capitalise on these dimensions as innovative selling points and attract ecotourists, thus providing practical value in marketing ecotourism destinations.

scholarly journals UNPACKING THE EXPERIENCE OF THE BIOSPHERE RESERVE TOURISM FROM THE ACADEMIC TOURISTS’ PERSPECTIVES: A CASE OF TASIK CHINI

2020 ◽  
Vol 5 (21) ◽  
pp. 163-183
Author(s):  
Habibah Ahmad ◽  
Hamzah Jusoh ◽  
Ah Choy Er ◽  
Mushrifah Idris
Keyword(s):  
Biosphere Reserve ◽  
The Other ◽  
Learning Approach ◽  
Experience Economy ◽  
Entertainment Education ◽  
Biosphere Reserves ◽  
Holistic Learning ◽  
Learning Functions ◽  
Tasik Chini ◽  
High Level

Biosphere reserves are well recognized as a ‘learning site’ for reconciling conservation, development, and learning functions. Being a learning site, the Biosphere reserves received many visitors, including academic tourists. This article aims at uncovering what academic tourists perceived as the biosphere reserve tourism of Tasik Chini Biosphere Reserve. Based on the academic tourists’ surveys conducted in 2012 and 2014, this study shows that the conservation, socio-ecological learning, and problem-solving experiences are key components of the Biosphere Reserve tourism. The context of entertainment, education, esthetic, and escapism experiences varied among academic tourists. While the academic tourists have ranked the first two components; entertainment and education at a high level of achievement, the esthetic and escapism components on the other part have been ranked at lower achievement. In bridging these contradictory achievements, the study suggests the holistic learning approach. The realistic integration of entertainment, education, esthetics, and escapism is meant to fulfil the needs of the academic tourist's needs during their visit to the Biosphere reserve sites, hence, responded to the rising of experiential tourism and experience economy.

Using System Dynamics to Analyze Customer Experience Design

2010 ◽  
Vol 1 (3) ◽  
pp. 84-99 ◽  
Author(s):  
Yen-Hao Hsieh ◽  
Soe-Tsyr Yuan
Keyword(s):  
System Dynamics ◽  
Service Providers ◽  
Research Direction ◽  
Customer Experience ◽  
Experience Design ◽  
Experience Economy ◽  
Customer Expectation ◽  
Business Goals ◽  
Account System ◽  
Service Experiences

Today, customer experience design is an emerging research direction in the experience economy where good customer experiences can lead service providers to achieve their business goals. Customer expectation, another key point for designing service experiences, affects how customers really feel during service experience delivery, while service operation is another important factor must be taken into account. System dynamics, as an analytic tool, can provide designers with a different way of thinking by integrating these factors for customer experience design. Accordingly, this study not only models the process of customer experience design by using causal loop diagrams and stock and flow diagrams, but also analyzes how the feedback and time delay factors influence customer experience design based on the simulation results of system dynamics. According to the macro viewpoint of system dynamics, this paper analyzes these important factors within customer experience design.

scholarly journals A Study on the Qualitative Data Analysis for Customer Experience Management Strategy

2021 ◽  
Vol 12 (5) ◽  
pp. 249-256
Author(s):  
Jinho Ahn, Jeungsun Lee
Keyword(s):  
Big Data ◽  
Data Processing ◽  
Quantitative Data ◽  
Positive Emotions ◽  
Customer Experience ◽  
Processing Method ◽  
Point Of View ◽  
Experience Economy ◽  
Customer Experience Management ◽  
Data Processing Method

Securing customer experience data that creates positive emotions for customers and differentiates them from products and services from competitors is becoming important to a company's growth engine. In particular, an important factor in the management of experience data requires a qualitative-based experience data processing method to secure good experience data different from the quantitative data collection such as big data and processing method. With the emergence of the experience economy, it is very important for companies to collect and process experience data in the existing big data processing method. However, the experience data processing method based on big data that analyses the current quantitative data is difficult to provide good experience data from a corporate data strategic point of view. In particular, for corporate customer experience management, mix studies are required for analysis method of qualitative experience data to meaningfully interpret the expansive quantitative experience data of big data and phenomena and context in social science. This is because it is possible to discover the meaning of experience data by reading the context of phenomena by collecting experiences through ethnography methods such as observation or interviewing the context that could not be read in the process of processing the vast quantitative experience data of the big data method. In this study, the first processing was performed as an affinity diagram through a method of collecting experience data using ethnography method. Secondly, the effect of the qualitative experience data processing method on customer experience management, customer loyalty reinforcement, and enterprise value creation was studied. As a result, only the research hypothesis that there was a direct relationship between the affinity method and the utilization of experience data was rejected, and all the research settings set for the remaining qualitative experience data processing and utilization model were adopted.

Using System Dynamics to Analyze Customer Experience Design

2012 ◽  
pp. 264-281
Author(s):  
Yen-Hao Hsieh ◽  
Soe-Tsyr Yuan
Keyword(s):  
System Dynamics ◽  
Service Providers ◽  
Research Direction ◽  
Customer Experience ◽  
Experience Design ◽  
Experience Economy ◽  
Customer Expectation ◽  
Business Goals ◽  
Account System ◽  
Service Experiences

Today, customer experience design is an emerging research direction in the experience economy where good customer experiences can lead service providers to achieve their business goals. Customer expectation, another key point for designing service experiences, affects how customers really feel during service experience delivery, while service operation is another important factor must be taken into account. System dynamics, as an analytic tool, can provide designers with a different way of thinking by integrating these factors for customer experience design. Accordingly, this study not only models the process of customer experience design by using causal loop diagrams and stock and flow diagrams, but also analyzes how the feedback and time delay factors influence customer experience design based on the simulation results of system dynamics. According to the macro viewpoint of system dynamics, this paper analyzes these important factors within customer experience design.

scholarly journals Discuss the application of innovative service thinking in the design of qualia goods---Take the case of The One South Garden as an example

2018 ◽  
Vol 176 ◽  
pp. 02020
Author(s):  
Wei Bi ◽  
Ju Wu ◽  
Rungtai Lin
Keyword(s):  
Cultural Values ◽  
Service Industry ◽  
Customer Experience ◽  
Economic Benefits ◽  
Core Knowledge ◽  
Experience Economy ◽  
The Core ◽  
The Government ◽  
The One ◽  
Creative Life

In recent years, aesthetics is rising rapidly accompanied by the knowledge economy, and the government has also begun to put forth effort to carry out the concept of designing service industry chain, and its emphasis is on how to add value of design creativity in culture, achieve design industry, and form an aesthetic economy. The creative life industry refers to the "core knowledge" that integrates the life industry with creativity, providing life industry of “deep experience” and “high-quality aesthetic feeling”. It emphasizes that because of adapting to the trend of cultural economy and experience economy, it shall take customer experience as the core, through “products”, “services”, “activities” and “fields” to satisfy the consumer’s life proposition, create a unique taste of life, and form a life style recognized by the consumer and through innovative service thinking to attract consumers’ attention and maintain consumers’ deep moving. The creative life industry has the characteristics of cultural life and industrial culture. Facing the trend of experience economy, it is an important issue to be discussed in depth how the creative life industry uses “experience” to develop customer experience values, thereby create economic benefits and deeply cultivate cultural values. Therefore, this study discusses how to use “perceptual fields” and “qualia products” through the case of The One South Park to strengthen and deeply cultivate the moving of consumers, to simulate how to transform from an invisible qualia experience into a tangible creative product, and to provide a reference for enterprises that want to enhance their industrial competitiveness with a qualia experience.

Tourists’ private social dining experiences

2021 ◽  
pp. 146879762098608
Author(s):  
Pearl MC Lin ◽  
Chihyung Michael Ok ◽  
Wai Ching Au
Keyword(s):  
Thematic Analysis ◽  
Theoretical Foundation ◽  
Emotional Experience ◽  
Sharing Economy ◽  
Experience Economy ◽  
Entertainment Education ◽  
Future Studies ◽  
Hierarchical Framework ◽  
Four Quadrant ◽  
Practical Implications

While private social dining has emerged as a new activity in the sharing economy, associated research is limited. This study aims to conceptualize tourists’ private social dining experiences by incorporating the concept of the experience economy with the sharing economy. Thematic analysis of 29 interviews unveiled a hierarchical framework, beginning with a personalized experience and leading to sensory experience before ending with emotional experience in private social dining settings. Seven identified emotional experiential domains were then situated within a four-quadrant framework to address how private social dining can enrich the four original experiential domains of the experience economy (i.e. entertainment, education, esthetic, and escapism) to trigger tourists’ emotional pleasure. These results lay a theoretical foundation for future studies and provide practical implications for the development of food tourism.

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