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This chapter conceptualizes a framework that can be applied to examine the service experiences of business tourists at luxury hotels. A synthesized literature review results in the identification of three service constructs − surprise, recovery, and sweetness − that constitute the service experiences. In the development of five propositions and in views of emotional appreciation and reciprocity, the chapter posits that emotional value from these three constructs of service experiences can enhance business tourists’ attitude of gratitude and consequently their willingness to pay a price premium. The proposed conceptual framework extends the three service constructs to, and integrates them with, a value–attitude–behavior model.

Grounded in upper echelon (UE) theory, this study aims to examine the role of managerial competencies (business experience, financial literacy and digital literacy) in sustainable development strategy, with resource management as a mediator.

The empirical data collection is conducted through a survey completed by 297 top management teams of small and medium-sized enterprises (SMEs) operating in Pakistan. Structural equation modelling in Smart PLS is used to substantiate the hypotheses.

The findings reveal that financially and digitally literate managers significantly contribute to the sustainable development strategies of SMEs. However, experienced managers do not focus significantly on sustainable development strategies. Resource management partially mediates the nexus between financial literacy and sustainable development strategy, as well as between digital literacy and sustainable development strategy. In contrast, resource management does not mediate the nexus between business experience and sustainable development strategy.

This study recommends that SMEs should prioritize managers with digital and financial literacy over those with experience. SMEs led by a management team with digital and financial literacy are more effective in resource management for sustainable development practices, whereas experienced managers may not significantly prioritize managing resources for sustainability.

While research based on the UE theory significantly contributes to the body of knowledge on sustainable development, the role of managerial competencies, particularly business experience, financial literacy and digital literacy, in sustainable development strategy via resource management is neglected. This research fills this gap in the context of UE theory and thereby enriches the literature.

Business models describe how value is delivered to customers/consumers. When considering sport tourism, the focus on delivering value shifts to the sport experiences being offered in a destination. The purpose of this paper is to fulfil a void that links concept of business models to the area of sport tourism management by integrating notions of experience.

To merge these areas, a review of literature identifies key approaches and missing links. This paper determines research gaps to propose a new holistic research agenda for sport services – specifically relevant to sport tourism.

This paper addresses types of sport experiences, economic dimensions of experiences and business models to determine capabilities of delivering different types of experiences. These inter-related fields of analysis represent a platform for both academic and business stakeholders to shape the future of delivering sport tourism experiences based on seeking a wider range of motivations in a specific spatial and activity context.

A series of research questions and proposals are identified to support the need for future research. Extending understandings of experience in relation to consumer demand has the potential to result in practical elements of sought after experiences being incorporated into business models – aimed at delivering service value.

This paper aims to investigate the role of university business incubator managers as drivers of the training and advice given to academic incubatees. Based on the institutional logics approach, the current paper proposes that the dominant logic, academic versus commercial, determines the degree of emphasis on personal assistance, business assistance and networking training.

To test the proposed hypotheses, data were collected from 93 incubation programmes from Spanish and Dutch universities through questionnaires addressed to their respective managers, as well as clients.

The results indicate that the greater the managers’ experience in the business and entrepreneurial world, the greater the fostering of personal and business assistance and networking activities in the incubator. Managers lacking an entrepreneurial profile weaken incubatee access to other business networks and prove less efficient in business training.

This research makes a contribution to the study of university incubatees, showing that managers can be involved in different institutional logics, whether they be academic or commercial, and that the dominant logic determines the activities promoted and, consequently, the success of the incubation process. Business and entrepreneurial experience is key to instilling business logic in incubatees together with the training and assistance they require.

Business-to-business (B2B) relations will become more prevalent in many areas such as delivery services, based on current trends supporting e-commerce proliferation. In addition, hyperlocal e-commerce, which focuses on customers in a small geographic region, relies heavily on another business to handle the supply chain. Emerging trends in business to business to customer (B2B2C) experiences provide retailers with opportunities to develop strategies for better customer service. Therefore, the purpose of this study was to develop a scale for measuring business customer experience in the B2B2C aggregator business model.

Using the psychometric scale development procedure, the researchers devised a 29-item, six-dimensional scale measuring business customer experience with the help of two cross-sectional studies. Restaurant managers who rely on delivery partners to serve their customers were surveyed twice. The authors validated a scale for assessing business customer experience using exploratory factor analysis, confirmatory factor analysis and structural equation modelling.

Based on fit criteria, a higher-order formative structure was best suited to the scale. The dimensions identified were shared vision, interaction experience, end-customer focus, relationship experience, service experience and outcome focus. According to the study, business customer experience is more objective and utilitarian than existing paradigms on customer experience.

Theoretically, this research helps to understand the underpinnings behind the formation of business customer experience and attempt to bring transformative service research focus in the B2B2C trilogy as better experiences predict the well-being of members of the business centre in the B2B.

Practically, this research helps businesses to revisit their strategies for a better relationship with business partners for jointly offering an improved experience to the end customers.

This study explains a pioneer attempt to develop a scale for business customer experience in the context of B2B2C aggregator business models.

Technology has profoundly transformed the international business environment, particularly regarding the flow of information and the way in which knowledge is acquired and shared. Yet, the extent of this transformation is still underappreciated. The purpose of this paper is to examine how small and medium-sized enterprise (SME) owner/founders acquire and utilize knowledge for internationalization via internet-enabled platforms.

The empirical analysis draws on multiple case study methodology to examine 13 Australian SME owner/founders and the knowledge they acquire from utilization of internet-enabled platforms.

The analysis reveals four differing types of internet-enabled experiences: “technical internet-enabled experiences,” “operational internet-enabled experiences,” “functional internet-enabled experiences,” and “immersive internet-enabled experiences.” The findings indicate that internet-enabled experiences can generate both explicit and tacit forms of knowledge for the pre, early and later phases of internationalization.

The findings provide a structured approach by allowing SMEs to “plot” themselves against the classification of internet-enabled experiences to denote their level of technological involvement, and for discerning the types of knowledge that can be acquired. The findings are particularly helpful for owner/founders, highlighting that internet-enabled platforms are affecting the ways in which knowledge can be acquired and applied to international businesses processes.

The findings extend the conventional notion of knowledge acquisition for international business by highlighting how information and knowledge can be acquired via internet-enabled platforms. The findings lay the necessary groundwork for building an evidence base and theoretically extending the concept of knowledge acquisition via internet-enabled platforms.

The relevance of the use of business models in the measurement of tourist experience has been questioned. Therefore, the purpose of this chapter is to suggest a theoretical framework for the development of a multi-item Business Tourist Experience Value Model.

Against the Behavioural Intentions Model of Fishbein and Ajzen (1975), an alternative Business Tourist Experience Value theoretical model is suggested. This model consists of an integration and re-assessment of different elements from a range of empirical studies.

Experiential value, satisfaction, and post-consumption behavior may play an important role in acquiring information and knowledge creation on how business tourism organizations can use a Business Tourist Experience Value model to enhance service experiences.

Due to the explorative nature of the Business Tourist Experience Value theoretical model, more empirical studies are needed to investigate, test and validate the model.

Results from the theoretical discussion support the inclusion of experiential value, satisfaction, and post-consumption behavior as part of the Business Tourist Experience Value model. Due to the magnitude of the relationships among these dimensions it is expected that the theoretical and practical implications may complement each other. Therefore business tourism managers can use these dimensions as guidelines on how to create valuable experiences for their tourists and perform better.

This theoretical model offers new practices into business tourism managers’ measurement of experiential value, satisfaction, and post-consumption behavior in a business tourism context.

In little more than a decade, experience thinking has influenced the development of new business models in a wide variety of enterprises.

The authors describe best practices for five approaches Five approaches are noteworthy: Experiential marketing (EM or XM). Digital experiences using the Internet and other electronic platforms to create new technology interfaces focused on the user experience (UX). The application of experience-staging to enhance interactions with customers. Experiences as a distinct economic offering. Designing transformational business models that allows the company to charge for the demonstrated outcomes customers achieve.

Companies can innovate by recognizing trends in customer needs and aspirations that provide opportunities to develop business models that offer high value experiences or even customer transformations.

To truly pursue experiences as a distinct form of economic output, companies must design a business model that involves charging for the time customers spend engaging with the business, such as an admission or membership fee of some sort.

The purpose of this study is to develop internationalization process theory by examining the relationship between small- and medium-sized enterprises (SMEs) international experience and their degree of insidership in newly opened business networks.

The study applies a quantitative approach. Data were collected on-site at 203 SMEs having entered the Baltic States, Poland, Russia and China. The data are analysed with structural equation modeling in SmartPLS.

The paper reveals that international experience is positively associated with both the country and customer experience in the newly opened business network. Country experience, in turn, is strongly associated with a firm's degree of insidership in the business network. Conflicting with the hypothesized model, no support is found for the direct relationship between international experience and insidership. Nor does the analysis reveal any significant relationship between a firm's customer experience, in terms of variation, in the newly opened business network and the degree of insidership in the network.

The paper empirically discriminates different types of international experience derived from theory and examines their relationship with the degree of firm insidership in newly opened business networks.

Theoretically this paper advances internationalization process theory by developing its network aspect as well as discriminating different experience types and their role in predicting network insidership in newly opened business networks.

This paper aims to explore how intra-industry entrepreneurial experience and failure entrepreneurial experience affect novelty-centered business model design in a new venture. Moreover, the authors also consider whether the contingent value of entrepreneurial experience may differ according to competitive intensity.

A survey via questionnaire was conducted with 290 entrepreneurs and top managers from Chinese new ventures that provided the research data. Hierarchical regression analysis was used to test the proposed theoretical hypotheses.

The empirical results indicate that intra-industry entrepreneurial experience has an inverted U-shaped effect on novelty-centered business model design, whereas failure entrepreneurial experience has a negative effect on novelty-centered business model design. Furthermore, the authors also find that competitive intensity weakens the inverted U-shaped effect of intra-industry entrepreneurial experience on novelty-centered business model design.

This study offers new insights into the effects of intra-industry entrepreneurial experience and failure entrepreneurial experience on novelty-centered business model design and provides useful suggestions for new ventures to promote business model design.