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The purpose of this paper is to use the Macau gaming industry as a case study to discuss the multifaceted relationships involving experiential quality, experiential relationship quality and future experiential intentions.

In this study, 566 usable responses were collected from casino gamblers who had gaming experience in one casino of Macau.

According to the study results, the dimensions of experiential quality (hedonics, involvement, surprise, fun, gambler contact and physical environment) had a positive effect on experiential satisfaction, which in turn led to experiential trust. Both experiential trust and experiential satisfaction positively influenced experiential commitment. Moreover, experiential trust, experiential satisfaction and experiential commitment positively affected future experiential intentions.

The main contribution of this research is that it has added to the body of knowledge about the interplay between the dimensions of experiential quality, the dimension of experiential relationship quality and future experiential intentions, which can be fruitful for the gaming industry.

−本文以澳门博彩业为例, 探讨了体验质量、体验关系质量与未来体验意向间的多层面关系。

−在此项研究中, 我们收集了566名在澳门一家赌场已有赌博经历的顾客。

−研究结果表明, 体验质量的维度(享乐、参与、惊喜、乐趣、赌徒接触和实体环境) 对体验满意度有正向影响, 进而导致体验信任。体验信任和体验满意度对体验承诺有正向影响。体验信任、体验满意度和体验承诺对未来体验意向均有正向影响。

−本研究的主要贡献在于, 它增加了体验质量维度、体验关系质量维度与未来体验意向之间相互作用的知识, 这对博彩是富有成效的。

− En este estudio, se obtuvieron 566 respuestas válidas de jugadores de casino que habían tenido experiencia en juegos en un casino de Macao.

− Este documento presenta a través de un estudio de caso la industria de los juegos de Macao con el objetivo de discutir las relaciones multifacéticas que involucran calidad experiencial, calidad de relación experiencial y futuras intenciones experienciales.

− Según los resultados del estudio, las dimensiones de la calidad de la experiencia (hedónica, participación, sorpresa, diversión, contacto con el jugador y entorno físico) tuvieron un efecto positivo en la satisfacción de la experiencia, lo que a su vez condujo a la confianza en la experiencia. Tanto la confianza experiencial como la satisfacción experiencial influyeron positivamente en el compromiso experiencial. Además, la confianza experiencial, la satisfacción experiencial y el compromiso experiencial afectaron positivamente a las futuras intenciones experienciales.

− La principal contribución de esta investigación es que se ha agregado al cuerpo de conocimiento sobre la interacción entre las dimensiones de la calidad experiencial, la dimensión de la calidad de la relación experiencial y las intenciones experimentales futuras, que pueden ser fructíferas para la industria del juego.

This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative research process to effectively measure the service quality of LOHAS restaurants. Moreover, this study aims to further identify the Kano quality characteristics and strategic meanings of service attributes in LOHAS restaurants.

This study designed the preliminary items of the service quality scale for LOHAS restaurants (LORSERV scale) based on relevant literatures and expert interview procedures. This study identified the goodness of fit of the questionnaire content, construct validity and validity of the LORSERV scale using exploratory factor analysis and confirmatory factor analysis. The moderated regression was conducted to identify the Kano quality characteristics and strategic meanings of each service attribute in LOHAS restaurants.

The results indicated that the LORSERV scale included seven dimensions (internal sense of happiness, transitiveness, environment, healthy catering, service commitment, green practicability and thoughtfulness), for a total of 33 items. According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality.

The contribution of this study is that the scale could facilitate operators of LOHAS restaurants to effectively understand customer perceptions of service quality and serve as a reference to upgrade and improve service quality. The identification of Kano quality characteristics for each service attribute is conducive for LOHAS restaurants to understand the strategic meanings of each service attribute and can serve as a reference to make distinctive service strategies to reach sustainable operations.

Consumers prefer to choose restaurants that value hygiene and safety; therefore, appropriate epidemic prevention measures could restore 30% of lost customers and enhance a restaurant’s reputation during infectious disease outbreaks. Providing customers with safe epidemic prevention service quality is an important mission of the restaurant industry during an epidemic. This study aims to construct an epidemic prevention service quality scale for restaurants (REP-SERV scale).

The REP-SERV scale was constructed through internet big data analytics and qualitative and quantitative research procedures.

A total of 16 key service factors for restaurant epidemic prevention were extracted through internet big data analytics. The REP-SERV scale contained 28 items in six dimensions, including hygiene, empathy, flexible service, support service, personnel management and body temperature and seating arrangement.

The REP-SERV scale can help many restaurant operators clearly determine the deficiencies and risks of restaurant epidemic prevention services.

The findings can provide references to effectively measure and improve the epidemic prevention service quality in restaurants, thereby providing customers with a comfortable and safe dining environment.

The purpose of this paper is to examine the structural relationship between brand supportive intentions and their seven drivers.

A questionnaire survey was used to collect data from respondents who had purchased ASUS products, obtaining 546 valid samples which were analyzed with structural equation modeling and hierarchical regression modeling.

Results indicate that positive brand perceptual evaluation and brand co-creation significantly positively influence brand experiential satisfaction, whereas brand regret significantly negatively influences brand experiential satisfaction. In addition, brand experiential satisfaction has a positive influence on brand love, which, in turn, leads to brand supportive intentions. Moreover, brand supportive intentions are positively influenced by brand experiential satisfaction. In addition, brand need for cognition moderates the effect of brand experiential satisfaction on brand supportive intentions.

Future studies should focus on the respondents who purchase other branded products and compare their findings with this study.

Investing resources in the increase of brand perceptual evaluation, brand co-creation, brand experiential satisfaction, brand love and brand need for cognition and the decrease of brand regret is helpful to enhance brand supportive intentions.

This paper provides data that lead to a better understanding of the relationship between relationship brand supportive intentions and their seven drivers in a branding context.

This study examines the relationship between the dimensions of fertility care quality and the dimensions of experiential relationship marketing in fertility tourism.

The data used in this study were based on a sample of 532 Mainland Chinese fertility tourists who received fertility care services in eight private fertility clinics in four Malaysian states, indicating that the proposed model fitted the data.

Findings show that the dimensions of fertility care quality (professional skills, patient orientation and physical comfort) and experiential value positively influence experiential satisfaction. Additionally, experiential trust is positively influenced by both experiential satisfaction and experiential value. Also, experiential commitment is positively influenced by experiential satisfaction, experiential trust and experiential value.

Fertility tourism service providers could focus on refining the dimensions of fertility care quality to improve experiential relationship marketing.

This paper provides the data that result in a better understanding of the relationship between the dimensions of fertility care quality and the dimensions of experiential relationship marketing in fertility tourism.

In the tide of the sharing economy, food and beverage sharing services (FBSS) are gradually drawing public attention. Many comments about FBSS are posted and discussed online, and this information may suggest the key factors in the operation of FBSS. This study aims to identify the key success factors (KSFs) of FBSS from online communities and media, potential consumers, customers and experts.

This study utilizes Internet big data analytics (IBDA) to identify the key FBSS factors and then examines the KSFs of FBSS through conducting an analysis of the importance of key factors for potential consumers, confirmatory factor analysis of customer satisfaction of key factors, multiple regression analysis of customer satisfaction of key factors influencing the customers' intentions to continue participating in FBSS and a decision-making trial and evaluation laboratory of experts' opinions.

The results showed that the 15 key FBSS factors through IBDA were screened out. Among them, four KSFs that influence the operation of FBSS were identified. These four KSFs are discussed in detail in the text.

The findings of this study provide references for FBSS providers in the future to enhance customer value, service quality and business competitive advantages of FBSS.