This paper addresses the central guiding questions: "What principles of services management need ... more This paper addresses the central guiding questions: "What principles of services management need urgent rethinking in Asian Century? What opportunities and challenges lie ahead?" The paper addresses this question from a psychological and customer perspective. Services managers are well-positioned and have a great future for two reasons. Firstly, services in general are the growing part of the global economy. Secondly, services managers provide the experiences required by increasingly affluent consumers. On the other hand, there is in general within the services sector a lack of knowledge and expertise in understanding the consumer psychology of hedonic consumption. Additionally, and especially in Western countries, there is lack of knowledge about the cultural differences in experiential requirements of Asian consumers. To address these issues this paper provides a review of relevant literature on hedonic consumption and related issues of emotion, attention, mental time travel, and importantly how these phenomena may be measured.
Tourism is a prototypical hedonic consumption experience incorporating fantasy, fun and feelings ... more Tourism is a prototypical hedonic consumption experience incorporating fantasy, fun and feelings and produces memorable experiences. This review examines the psychological aspects of hedonic consumption from a tourism perspective which include the operation of memory, the concepts of feeling and fantasy. The purpose is to examine or better understand the mechanism of why some tourism experiences are memorable
Many scholars and practitioners indicate a need to provide extraordinary experiences that delight... more Many scholars and practitioners indicate a need to provide extraordinary experiences that delight rather than satisfy. The extant tourism literature on hedonistic experiences has focused on identifying particular stimuli that appear to be associated with positive emotional outcomes, rather than examining the psychological processes that explain the elicitation of emotion. This study uses cognitive appraisal theory (CAT) to explain some visitors may be delighted and other satisfied from similar experiences, as well as their respective effects on revisitation intentions. A survey (n=645) of visitors to a theme parks showed that tourists’ different evaluations of their experience on certain appraisal dimensions proposed by CAT, such as the degree of goal realisation, goal relevance and novelty, led to either delight or satisfaction. Tourists’ level of loyalty intentions were also varied systematically with their particular emotional response. These findings provide practitioners with an understanding of how to design favourable experiences for their customers.
This paper addresses the central guiding questions: "What principles of services management need ... more This paper addresses the central guiding questions: "What principles of services management need urgent rethinking in Asian Century? What opportunities and challenges lie ahead?" The paper addresses this question from a psychological and customer perspective. Services managers are well-positioned and have a great future for two reasons. Firstly, services in general are the growing part of the global economy. Secondly, services managers provide the experiences required by increasingly affluent consumers. On the other hand, there is in general within the services sector a lack of knowledge and expertise in understanding the consumer psychology of hedonic consumption. Additionally, and especially in Western countries, there is lack of knowledge about the cultural differences in experiential requirements of Asian consumers. To address these issues this paper provides a review of relevant literature on hedonic consumption and related issues of emotion, attention, mental time travel, and importantly how these phenomena may be measured.
Tourism is a prototypical hedonic consumption experience incorporating fantasy, fun and feelings ... more Tourism is a prototypical hedonic consumption experience incorporating fantasy, fun and feelings and produces memorable experiences. This review examines the psychological aspects of hedonic consumption from a tourism perspective which include the operation of memory, the concepts of feeling and fantasy. The purpose is to examine or better understand the mechanism of why some tourism experiences are memorable
Many scholars and practitioners indicate a need to provide extraordinary experiences that delight... more Many scholars and practitioners indicate a need to provide extraordinary experiences that delight rather than satisfy. The extant tourism literature on hedonistic experiences has focused on identifying particular stimuli that appear to be associated with positive emotional outcomes, rather than examining the psychological processes that explain the elicitation of emotion. This study uses cognitive appraisal theory (CAT) to explain some visitors may be delighted and other satisfied from similar experiences, as well as their respective effects on revisitation intentions. A survey (n=645) of visitors to a theme parks showed that tourists’ different evaluations of their experience on certain appraisal dimensions proposed by CAT, such as the degree of goal realisation, goal relevance and novelty, led to either delight or satisfaction. Tourists’ level of loyalty intentions were also varied systematically with their particular emotional response. These findings provide practitioners with an understanding of how to design favourable experiences for their customers.
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