The Incorporation of Consumer Experience into the Branding Process: An Investigation of Name-Brand Hotels

International Journal of Tourism Research

Volumn 18, Issue 2, 2016, Pages 105-115

  Manthiou, Aikaterini ^a   Kang, Juhee ^b   Sumarjan, Norzuwana ^c   Tang, Liang ^d  

^a NEOMA BUSINESS SCHOOL   (France)

^b UNIVERSITY OF CENTRAL FLORIDA   (United States)

^c UNIVERSITI TEKNOLOGI MARA   (Malaysia)

^d IOWA STATE UNIVERSITY   (United States)

Author keywords

Brand experience; Knowledge; Loyalty; Name brand hotels

Indexed keywords

EQUATION; FACTOR ANALYSIS; HOTEL INDUSTRY; KNOWLEDGE; NUMERICAL MODEL; TOURISM DEVELOPMENT; TOURIST BEHAVIOR;

EID: 84959340481     PISSN: 10992340     EISSN: 15221970     Source Type: Journal    
DOI: 10.1002/jtr.2037     Document Type: Article

References (99)

1. Alba JW, Hutchinson JW. 1987. Dimensions of consumer expertise. Journal of Consumer Research 13, 411-454.
2. Algesheimer R, Dholakia UM, Herrmann A. 2005. The social influence of brand community: evidence from European car clubs. Journal of Marketing 69, 19-34.
3. Alloza A. 2008. Brand engagement and brand experience at BBVA, the transformation of a 150years old company. Corporate Reputation Review 11(4), 371-381.
4. Andereck KL, Caldwell LL. 1993. The influence of tourists' characteristics on ratings of information sources for an attraction. Journal of Travel and Tourism Marketing 2(2), 171-189.
5. Apaolaza-lbanez V, Hartmann P, Diehl S, Terlutter P. 2011. Women satisfaction with cosmetic brands: the role of dissatisfaction and hedonic brand benefits. African Journal of Business Management 5(3), 792-802.
6. Atwal G, Williams A. 2009. Luxury brand marketing - the experience is everything. Brand Management 16(5/6), 338-346.
7. Babin BJ, Attaway JS. 2000. Atmospheric affect as a tool for creating value and gaining share of customer. Journal of Business Research 49(2), 91-99.
8. Bagozzi RP, Yi Y. 1988. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 16(1), 74-94.
9. Baker T, Hunt JB, Scribner LL. 2002. The effect of introducing a new brand on consumer perceptions of current brand similarity: the roles of product knowledge and involvement. Journal of Marketing Theory and Practice 10(4), 45-57.
10. Baron RM, Kenny DA. 1986. The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 51(6), 1173-1182.
11. Berry LL. 2000. Cultivating service brand equity. Journal of the Academy of Marketing Science 28(1), 128-37.
12. Berry LL, Carbone LP, Haeckel SH. 2002. Managing the total customer experience. Sloan Management Review 43, 85-89 .
13. Bigne E, Sanchez M, Sanchez J. 2001. Tourism image, evaluation variables and after purchase behavior: inter-relationship. Tourism Management 22(6), 607-616.
14. Blackwell RD, Miniard PW, Engle JF. 2001. Consumer Behavior (9th ed.) Harcourt College Publisher: New Jersey.
15. Brakus JJ, Schmitt BH, Zarantonello L. 2009. Brand experience: what is it? How is it measured? Does it affect loyalty. Journal of Marketing 73, 52-68.
16. Brodie RJ, Glynn MS, Little V. 2006. The service brand and the service-dominant logic: missing fundamental premise or the need for stronger theory, Marketing Theory 6(3), 363-79.
17. Broniarczyk SM, Alba JW. 1994. The importance of the brand in brand extension. Journal of Marketing Research 31(2), 214-228.
18. Browne MW, Cudeck R. 1993. Alternative ways of assessing model fit. In KA Bollen, JS Long (Eds.), Testing Structural Equation Models (pp. 136-162). Newbury Park, CA: Sage.
19. Brucks M. 1985. The effects of product class knowledge on information search behavior. Journal of Consumer Research 12, 1-16.
20. Byrne BM. 1998. Structural Equation Modeling With LISREL, PRELIS, and SIMPLIS. Basic Concepts, Applications, and Programming. Mahwah, New Jersey: Lawrence Erlbaum Associates, Inc.
21. Carbone LP, Haeckel SH. 1994. Engineering customer experiences. Marketing Management 3(3), 8-19.
22. Cartwright R, Baird C. (1999). The Development and Growth of the Cruise Industry. New York: Butterworth-Heinemann.
23. Chaudhuri A. 1997. Consumption, emotion and perceived risk: a macro analytic approach. Journal of Business Research 39(2), 81-92.
24. Cole ST, Illum SF. 2006. Examining the mediating role of festival visitors' satisfaction in the relationship between service quality and behavioral intentions. Journal of Vacation Marketing 12(2), 160-173.
25. Cole CA, Gaeth G, Singh SN. 1986. Measuring prior knowledge, In R. J. Lutz (Ed.), Advances in Consumer Research 13, 64-66.
26. de Ruyter K, Bloemer J. 1998. Customer loyalty in extended service settings: the interaction between satisfaction, value attainment and positive mood. International Journal of Service Industry Management 10(3), 320-336.
27. Desmet PMA, Hekkert P. 2007. Framework of product experience. International Journal of Design 1(1), 57-66.
28. DeYoung CG, Peterson JB, Higgins DM. 2002. Higher-order factors of the big five predict conformity: are there neuroses of health. Personality and Individual Differences 33(4), 533-552.
29. Dodd TH, Laverie DA, Wilcox JF, Duhan DF. 2005. Differential effects of experience, subjective knowledge, and objective knowledge on sources of information used in consumer wine purchasing. Journal of Hospitality & Tourism Research 29(1), 3-19.
30. Esch F-R, Langner T, Schmitt BH, Geus P. 2006. Are brands forever? How brand knowledge and relationships affect current and future purchases. Journal of Product & Brand Management 15(2), 98-105.
31. Fakeye P, Crompton J. 1991. Image differences between prospective, first-time, and repeat visitors to the Lower Rio Grande Valley. Journal of Travel Research 30(2), 10-16.
32. Flynn LR, Goldsmith RE. 1999. A short, reliable measure of subjective knowledge. Journal of Business Research 46, 57-66.
33. Fornell C, Larcker DF. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18(1), 39-50.
34. Gerbing DW, Hamilton JG, Freeman EB. 1994. A large-scale second-order structural equation model of the influence of management participation on organizational planning benefits. Journal of Management, 20(4), 859-885.
35. Ha H-Y, Perks H. 2005. Effects of consumer perceptions of brand experience on the web: brand familiarity, satisfaction and brand trust. Journal of Consumer Behaviour 4, 438-452.
36. Haeckel SH, Carbone LP, Berry LL. 2003. How to lead the customer experience. Marketing Management, 12(1), 18-23.
37. Hair JF Jr., Anderson RE, Tatham RL, Black WC. 1998. Multivariate Data Analysis (5th ed). Upper Saddle River, NJ: Prentice-Hall.
38. He Y, Song H. (2009). A mediation model of tourists' repurchase intentions for packaged tour services. Journal of Travel Research, 47(3), 317-331.
39. Helman D, De Chernatony L. 1999. Exploring the development of lifestyle retail brands. Service Industry Journal 19(2), 49-68.
40. Hills P, Argyle M. 2002. The Oxford Happiness Questionnaire: a compact scale for the measurement of psychological well-being. Personality and Individual Differences 33(7), 1073-1082.
41. Hoch SJ, Deighton J. 1989. Managing what consumers learn from experience. Journal of Marketing 53, 1-20.
42. Holbrook MB, Maier KA. 1978. A study of the interface between attitude structure and information acquisition using a questionnaire based information-display. Advances in Consumer Research, Vol. 5, ed. H Keith Hunt, Chicago: Association for Consumer Research, 93-99.
43. Hosany S, Witham M. 2010. Dimensions of cruisers' experiences, satisfaction, and intention to recommend. Journal of Travel Research 49(3), 351-364.
44. Huffman C, Houston MJ. 1993. Goal-oriented experiences and the development of knowledge. Journal of Consumer Research 20, 190-207.
45. Hotel Pattee. 2013. A beautifully distinctive historic luxury Iowa hotel, available at: http://www.hotelpattee.com/ (accessed 6 April 2013).
46. Hwang J, Hyun SS. 2012. The antecedents and consequences of brand prestige in luxury restaurants. Asia Pacific Journal of Tourism Research 17(6), 656-683.
47. Hyun SS, Kim W. 2011. Dimensions of brand equity in the chain restaurant industry. Cornell Hospitality Quarterly 52(4), 429-437.
48. Iglesias O, Singh J, And Batista-Foguet J. 2011. The role of brand experience and affective commitment in determining brand loyalty. Journal of Brand Management 18, 570-582.
49. Jarvis CB, Mackenzie SB, Podsakoff PM. 2003. A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research 30(2), 199-218.
50. Jiang WZ, Dev CS, Rao VR. 2002. Brand extension and customer loyalty: evidence from the lodging industry. Cornell Hotel and Restaurant Administration Quarterly 43(4), 5-16.
51. Judge TA, Erez A, Bono JE, Thoresen CJ. 2002. Are measures of self-esteem, neuroticism, locus of control, and generalized self-efficacy indicators of a common core construct. Journal of Personality and Social Psychology 83(3), 693-710.
52. Kayaman R, Arasli H. 2007. Customer based brand equity: evidence from the hotel industry. Managing Service Quality 17(1), 92-109.
53. Keller KL. 1993. Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing 57, 1-22.
54. Kempinski. 2013. Social responsibility available at: http://www.kempinski.com/en/istanbul/ciragan-palace/overview/social-responsibility/ (accessed 20 April 2013).
55. Kim J-H, Ritchie1 JR, McCormick B. 2012. Development of a scale to measure memorable tourism experiences. Journal of Travel Research 51(1), 12-25.
56. Klaus P, Maklan S. 2007. The role of brands in a service-dominated world. Journal of Brand Management 15(2), 115-22.
57. Kuenzel S, Halliday SV. 2008. Investing antecedents and consequences of brand identification. Journal of Product and Brand Management 17(5), 293-304.
58. Kumar N, Scheer LK, Steenkamp EM. 1995. The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research 32(1), 54-65.
59. Kwak D, Clavio G, Eagleman AN, Kim K. 2010. Exploring the antecedents and consequences of personalizing sport video game experiences. Sport Marketing Quarterly 19, 217-225.
60. Laroche M, Cleveland M, Bergeron J, Goutaland C. 2003. The knowledge-experience-evaluation relationship: a structural equations modeling test of gender differences. Canadian Journal of Administrative Sciences 20(3), 246-259.
61. Lee HJ, Kang MS. 2012. The effect of brand experience on brand relationship quality, Academy of Marketing Studies Journal 16(1), 87-98.
62. Lee J, Lee C, Yoon, Y. 2009. Investigating differences in antecedents to value between first-time and repeat festival-goers. Journal of Travel & Tourism Marketing 26(7), 688-702.
63. Lewis RC, Chambers RE. 2000, Marketing Leadership in Hospitality. New York, NY: John Wiley.
64. McIntoch AJ, Siggs A. 2005. An exploration of the experiential nature of boutique accommodation. Journal of Travel Research 44(1), 74-81.
65. Mehmetoglu M, Engen M. 2012. Pine and Gilmore's concept of experience economy and its dimensions: an empirical examination in tourism. Journal of Quality Assurance in Hospitality & Tourism 12(4), 237-255.
66. Moss S, Prosser H, Costello H, Simpson N, Patel P, Rowe S, Turner S, Hatton C. 1998. Reliability and validity of the PAS-ADD checklist for detecting psychiatric disorders in adults with intellectual disability. Journal of Intellectual Disability Research 42(2), 173-183.
67. Mossberg L. 2007. A marketing approach to the tourist experience. Scandinavian Journal of Hospitality and Tourism 7(1), 59-74.
68. Morrison S, Crane FG. 2007. Building the service brand by creating and managing an emotional brand experience. Journal of Brand Management 14(5), 410-421.
69. Mowen JC. 1987. Consumer Behavior (1st ed.). New York, NY: MacMillan.
70. Namkung Y, Jang S. 2009. The effects of interactional fairness on satisfaction and behavioral intentions: mature versus non-mature customers. International Journal of Hospitality Management, 28(3), 397-405.
71. Nisbett R, Ross L. 1980. Human Inference: Strategies and Shortcomings of Social Judgment. New York: Prentice-Hall.
72. Nunnally JC. 1978. Psychometric Theory. New York: McGraw- Hill.
73. Oh H, Fiore A, Jeoung M. 2007. Measuring experience economy concepts: tourism applications. Journal of Travel Research 46(2), 119-132.
74. Oliver RL. 1999. Whence consumer loyalty. Journal of Marketing 63, 33-44.
75. Otto JE, Ritchie JRB. 1996. The service experience in tourism. Tourism Management 17(3), 165-174.
76. Park C, Mothersbaugh L, Feick L. 1994. Consumer knowledge assessment. Journal of Consumer Research 21, 71-82.
77. Petruzzellis L, Romanazzi S, Tassiello V. 2011. Branding relationships in financial services: paradigm shift in Mediterranean countries. Journal of Brand Management 18, 312-328.
78. Petty RE, JT Cacioppo . 1986. The elaboration likelihood model of persuasion. Advances in Experimental Social Psychology, 19, 123-205.
79. Pine J, Gilmore JH. 1998. Welcome to the experience economy. Harvard Business Review 76, 97-106.
80. Pine J, Gilmore JH. 1999 The Experience Economy: Work is Theatre and Every Business a Stage. Boston, MA: Harvard Business School Press.
81. Raju PS, Lonial SC, Mangold WG. 1995. Differential effects of subjective knowledge, objective knowledge and usage experience on decision making, an exploratory investigation. Journal of Consumer Psychology 4, 153-180.
82. Roy SK, Shekhar V. 2010. Alternative models of trustworthiness of service providers. Journal of Global Marketing 23(5), 371-386.
83. Sahin A, Zehir C, Kitapçi H. 2011. The effects of brand experiences, trust and satisfaction on building brand loyalty: an empirical research on global brands. Procedia Social and Behavioral Sciences 24, 1288-1301.
84. Schmitt BH. (1999). Experiential marketing. Journal of Marketing Management 15, 53-67.
85. Schmitt B. 2009. The concept of brand experience. Journal of Brand Management 16, 417-419.
86. Shallice T. 1988. From Neuropsychology to Mental Structure. Cambridge: Cambridge University Press.
87. So K, King C. 2010. When experience matters: building and measuring hotel brand equity the customers' perspective. International Journal of Contemporary Hospitality Management 22(5), 589-608.
88. Stanley M. 1997. Globalization: The Next Phase in Lodging, Morgan Stanley, New York, NY.
89. Thomson M, Macinnis DJ, Park CW. 2005. The ties that bind: measuring the strength of consumers' emotional attachment to brands. Journal of Consumer Psychology 15(1), 77-91.
90. Titz K. 2007. Experiential consumption: affect-emotions-hedonism. In A Pizam & H Oh (Eds.), Handbook of Hospitality Marketing Management (pp. 324-352). Oxford, England: Butterworth-Heinemann.
91. Tsaur S-H, Chiu Y-T, Wang C-H. (2007). The visitors behavioral consequences of experiential marketing Journal of Travel & Tourism Marketing 21(1), 47-64.
92. Tung VS, Ritchie JB. 2011. Investigating the memorable experiences of the senior travel market: an examination of the reminiscence bump. Journal of Travel & Tourism Marketing 28(3), 331-343.
93. Walls A, Okumus F, Wang Y, Kwun D. 2011. Understanding the consumer experience: an exploratory study of luxury hotels. Journal of Hospitality Marketing & Management 20(2), 166-197.
94. Walls AR. 2013. A cross-sectional examination of hotel consumer experience and relative effects on consumer values. International Journal of Hospitality Management 32, 179-192.
95. Weinberg BD. 2001. Research in exploring the online consumer experience. Advances in Consumer Research 28(1), 227-232.
96. Xu J, Chan A. 2010. A conceptual framework of hotel experience and customer-based brand equity. Some research questions and implications. International Journal of Contemporary Hospitality Management 22(2), 174-193.
97. Yesawich PC. 1996. So many brands, so little time. Lodging Hospitality 52(9), 16.
98. Zhao X, JG Lynch, Q Chen . 2010. Reconsidering Baron and Kenny: myths and truths about mediation analysis. Journal of Consumer Research 37(2), 197-206.
99. Zarantonello L, Schmitt BH. 2010. Using the brand experience scale to profile consumers and predict consumer behavior. Journal of Brand Management 17, 532-540.