Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors

By Madeleine E. Pullman, Michael A. Gross. Decision Sciences, 2004

691 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/90664b9d0e7fa42a1d03176395911cf224744cbe

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Citations in the corpus

Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context (2017, background): “Many consumer studies in the area of hedonic experiences advance the idea that there is a link between emotions and satisfaction (see Bonnefoy-Claudet & Ghantous, 2013; Hosany & Prayag, 2013; Pullman & Gross, 2004).”
Experience, Emotion, and Eudaimonia: A Consideration of Tourist Experiences and Well-being (2017, background): “Of course, not every experience a tourist has at a destination will create unforgettable memories, because they are dependent on various influencing factors, many of which are out of the control of management (Farber and Hall 2007; Pullman and Gross 2004).”
New or repeat customers: How does physical environment influence their restaurant experience? (2011, background): “Additionally, it canplay a role as an importantmarketing tool by affecting customer responses such as attitudes, emotions, price perceptions, value perceptions, satisfaction, and behavior (Berry and Wall, 2007; Han and Ryu, 2009; Kim and Moon, 2009; Liu and Jang, 2009; Pullman and Gross, 2004; Pullm”
The role of social presence in establishing loyalty in e-Service environments (2007, background): “If vendors in either real or virtual settings are to be successful, then it is imperative that they attract and retain loyal customers (Pullman and Gross, 2004).”
Attractiveness Factors Influencing Shoppers¡¯ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls (2012, background): “For experiential products, a well-designed servicescape establishes the context in which the service is performed (Bitner, 1992; Pullman and Gross, 2004).”
The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors (2007, background): “Our focus is on introducing arousal level expectations as a key variable of interest in the interplay between emotions and the servicescape (Bitner, 1992; Morrin and Chebat, 2005; Pullman and Gross, 2004; Vilnai-Yavetz and Rafaeli, 2006).”
Tourist destination perception and well-being (2017, background): “As experiential and memorable offerings, entertainment creates emotional connections with tourists and thus can be used as a powerful means for attractive differentiation in the market (Pullman and Gross, 2004).”
Experience economy constructs as a framework for understanding wine tourism (2012, background): “The concept of staging an integrated customer experience has been utilized to evaluate tourism products such as heritage trails (Hayes and MacLeod, 2007) and special events (Pullman and Gross, 2004).”
The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction (2018, background): “Accordingly, many service organizations are placing the customer experience at the core of their service offerings (Haeckel, Carbone, and Leonard 2003; Pullman and Gross 2004; Voss, Roth, and Chase 2008).”
Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions (2019, background): “Elements of hotel ambiance and customer emotions Hotel firms are investing increasingly in innovations in hotel ambiance to elicit favorable emotional responses towards the firm (Pullman and Gross, 2004).”