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Article
Publication date: 6 February 2023

Reza Ashari Nasution, Nila Armelia Windasari, Lidia Mayangsari and Devi Arnita

There is a limited understanding of experience revelation in tourism. This study aims to fill the gap by investigating the influence of review platforms’ characteristics, i.e…

Abstract

Purpose

There is a limited understanding of experience revelation in tourism. This study aims to fill the gap by investigating the influence of review platforms’ characteristics, i.e. time-dimension and interactivity, on this issue to generate a holistic view of customer experience.

Design/methodology/approach

This study analysed data from Google Reviews, TripAdvisors and Twitter, consisting of 41,914 records within a three-year span, about Komodo National Park, Indonesia. An explanatory sequential mixed method was performed, adopting quantitative sentiment analysis with a naïve algorithm, opinion lexicon and Latent Dirichlet Allocation for topic modelling, followed by a qualitative analysis.

Findings

The findings support the proposed interaction between the characteristics of the platforms and the extent of customer experience shared through the platforms. Further elaboration of the data brought up five propositions on the relationship between the time dimension and interactivity characteristics of the review platforms and experience sharing on the platforms.

Originality/value

This study presents an original and initial effort to gather a holistic view on customer experience. It brings valuable implications to the theory and practice of customer experience management, especially in the tourism sector.

研究目的

目前文献对旅游体验启示的认识有限。 本研究通过调查评论平台的特征(即时间维度和交互性)对此问题的影响来填补空白, 以生成客户体验的整体视图。

研究设计/方法/途径

本研究分析了来自谷歌评论、TripAdvisors 和 Twitter 的数据, 包括三年内关于印度尼西亚科莫多国家公园的 41,914 条记录。 运用了解释性顺序混合方法, 采用朴素算法、意见词典和隐含狄利克雷分布进行主题建模的定量情感分析, 然后进行定性分析。

研究结果

调查结果支持所提出的平台特征与通过平台共享的客户体验程度之间的相互作用。 对数据的进一步阐述, 提出了评论平台的时间维度和交互特征与平台经验分享之间关系的五个命题。

研究原创性/价值

本研究通过一项原创和初步的努力收集了关于客户体验的整体观点。 它为客户体验管理的理论和实践带来了宝贵的启示, 尤其是在旅游领域。

Article
Publication date: 23 December 2020

Nila Armelia Windasari and Mousa Albashrawi

Despite merely comparing constructs on male vs female, this study aims to explore how customer usage behavior to loyalty journey is generated by both service providers and the…

Abstract

Purpose

Despite merely comparing constructs on male vs female, this study aims to explore how customer usage behavior to loyalty journey is generated by both service providers and the individual factors.

Design/methodology/approach

The authors survey 516 m-banking customers and test the hypotheses using partial least squares structural equation modeling. Structural equation modeling analysis was used because of its capability to handle several exogenous and endogenous variables. All variables were adapted from established constructs in information systems literature.

Findings

The results show different routes of loyalty between male vs female. Males emphasize system and information qualities to shape expectancies as well as facilitating conditions that in turn affect males’ loyalty. While in females, service quality plays a big role in shaping their satisfaction, and in turn affects female customer loyalty.

Originality/value

The study of gender and technology usage has been growing since decades. With higher technological advancement, people always demand for higher service experience and customer behavior evolves accordingly. Although earlier studies on technology adoption models have received considerable empirical validation, most of the studies did not consider different routes across gender.

Details

Review of International Business and Strategy, vol. 31 no. 3
Type: Research Article
ISSN: 2059-6014

Keywords

Article
Publication date: 17 March 2023

Nila Armelia Windasari, Ni Putu Desinthya Ayu Azhari and Ilham Fauzan Putra

This study aims to examine customer preferences toward Sharia hospitals and to provide a new viewpoint by looking at consumers’ perspectives on choosing health-care services…

Abstract

Purpose

This study aims to examine customer preferences toward Sharia hospitals and to provide a new viewpoint by looking at consumers’ perspectives on choosing health-care services. Despite the growing demand for halal products, halal services, particularly hospital and Sharia-based health-care services, receive very little attention in the literature compared to other Sharia-type services such as Sharia banking, insurance or even hospitality. Previous research on health care discussed under the Sharia perspective mainly focused on service quality, directing discussions to the service providers’ perspectives.

Design/methodology/approach

This study uses choice-based conjoint analysis to examine customer preferences toward Sharia health-care service. There are five attributes with three levels each. To reduce respondent fatigue, the authors used SPSS Orthoplan to generate an orthogonal factorial design, which resulted in 21 choice cards. Cross-sectional data were collected from an online survey using a platform from Populix, an independent panel survey provider, to ensure no sample selection bias. A total of 270 responses were obtained to represent Muslim populations across Indonesia.

Findings

The results showed that the highest preference is highly rated to the familiarity and certification of the hospital brand that implies trust and guarantees to add value with the existence of halal certification for hospitals. In addition, this study revealed that Sharia services have higher positive signals over the physical infrastructure in determining preferences. On the other hand, add-on components that support the integration of other halal industries, such as halal culinary tourism, halal tourism and integration with transportation and halal accommodation, are still minor in the current preference.

Originality/value

Previous research on health care discussed under the Sharia perspective mainly focused on service quality, which directs the discussions to the service providers’ perspectives. This study provides a new point of view by looking at consumers’ perspectives about their preferences and decisions to choose a Sharia hospital.

Details

Journal of Islamic Marketing, vol. 15 no. 1
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 10 January 2022

Halim Budi Santoso, Jyun-Cheng Wang and Nila Armelia Windasari

The use of extended reality (XR) to create memorable experiences has attracted considerable attention, especially in tourism. Multisensory XR offers a new way of virtually…

1580

Abstract

Purpose

The use of extended reality (XR) to create memorable experiences has attracted considerable attention, especially in tourism. Multisensory XR offers a new way of virtually previewing a destination before physical holidays. This study aims to explore how multisensory XR can be used at each stage of the tourism experience journey. This study established a model for how destination-image formation is affected by multisensory XR in each phase of tourism experience.

Design/methodology/approach

The authors followed the preferred reporting items for systematic reviews and meta-analyses guidelines to review studies published between 2013 and 2020, gathered from four research databases. The authors identified the predominant XR technology and sensory stimuli based on the characteristics of various tourism domains. The authors synthesized the previous studies to explain destination-image formation by using multisensory XR.

Findings

This study summarized the XR study distribution among the three stages of the tourism experience journey. The authors identified the predominant sensory stimuli and dominant XR application and developed a destination-image formation model by using multisensory XR.

Originality/value

This study highlights the holistic approach of multisensory XR in the tourism experience journey in relation to various tourism domains. It also contributes to destination-image formation in the virtual environment by providing multisensory experiences of predominant sensory stimuli at each stage.

多感官扩展现实对旅游体验的影响

研究目的

运用扩展现实(XR)来创造令人印象深刻的体验在旅游领域得到了瞩目。多感官XR提供了用虚拟方式预览景区的新途径。本研究探讨了多感官XR是怎样在旅游体验的各个阶段进行运用。我们建立了一个关于目的地形象行程是怎样收到多感知XR在每一个旅游体验阶段影响模型。

方法

本研究遵循了系统评价的首选的报告项目对由四份数据库综合提取的2013 到2020 年间发表的文章用系统文献综述和荟萃分析方法进行了梳理。基于不同旅游领域我们发现了首要的XR技术和感官刺激因素。本研究综合了之前文章用多感官XR来解释目的地形象的产生的文章。

研究结果

我们总结了XR 基于旅游体验三个阶段的研究的分布. 我们确定了主导的感官刺激因素和主导的XR应用技术并且用多元感知XR研发了目的地形象形成的模型。

研究原创性/价值

本研究突出了多元感官XR在旅游体验跨越多层旅游领域的整体性方式。本研究并且通过提供每阶段的主打感官刺激元素在多感官体验过程中对虚拟环境下的目的地形象产生做出了贡献。

Book part
Publication date: 8 August 2022

Nila Armelia Windasari, Halim Budi Santoso and Jyun-Cheng Wang

Creating memorable tourism experiences (MTE) is vital to obtain sustained tourism visits. In the digital era, infusions of various digital technologies in tourism services without…

Abstract

Creating memorable tourism experiences (MTE) is vital to obtain sustained tourism visits. In the digital era, infusions of various digital technologies in tourism services without admitting tourist emotions could jeopardize the experience. Drawing from a Service-Dominant Logic (S-DL) perspective, this study explains the complexity of digital tourism experience in the service system view, highlighting the importance of emotions as resources. It is composed of actors' orchestrations, connected by shared emotions, and enabled by sensory stimuli facilitated by the digital tourism ecosystem throughout the tourism journey. This study proposes a Memorable Digital Tourism Experience (MDTE) framework by identifying the focal actors, recognizing the emotions, and determining the moderating role of sensory stimuli enabled by various novel technologies. At last, several agenda and practical guidelines are proposed on how to operationalize the framework and different methodologies to explore Memorable Digital Tourism Experience.

Details

Contemporary Approaches Studying Customer Experience in Tourism Research
Type: Book
ISBN: 978-1-80117-632-3

Keywords

Content available
Book part
Publication date: 8 August 2022

Abstract

Details

Contemporary Approaches Studying Customer Experience in Tourism Research
Type: Book
ISBN: 978-1-80117-632-3

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