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Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of low-income consumers’ informal and formal financial service experiences, from their personal experience.

Mixed methods using data collected from low-income consumers in Latin America, reveal a spectrum of consumer perceptions making up access, inclusion and social dependence within financial service experiences. Scales, grounded in the consumer experience, are developed, validated and used to test a model of consumers’ service inclusivity perceptions.

Service costs, information and documentation difficulty, convenience and social dynamics influence low-income consumers’ perceptions of financial service inclusivity.

Analysis reveals differentiation in the impact of aspects of low-income consumers’ experiences between formal and informal financial services. Working directly with this unique population exposes the nuance of their financial service experiences.

This research provides a more holistic perspective on low-income consumers’ financial service experience and provides contextually relevant scales with robust psychometric properties. Services marketers can use this research to inform design and evaluation of financial service offerings for low-income consumers.

This research contributes to study of the wellbeing of low-income consumers by providing understanding of their financial service experiences from their point-of-view and providing contextually-relevant, empirically validated tools for future inquiry.

In this closing chapter the editors review key themes that have emerged through the book. We recognize the varied and dynamic nature of information experience across multiple contexts, and present our own conceptualization of information experience. Finally, we consider possible future directions for information experience research.

The purpose of this study is to investigate the effect of brand experiences through cafés or art spaces in luxury fashion flagships on consumers’ buying behavior toward authorized shopping channels.

Online questionnaires are used by adapting measurements from prior research. We test whether positive relationships exist between multi-faceted (i.e. sensory, emotional, intellectual, and relational) experiences, consumer’s revisiting intention toward the experiential spaces, and the purchase intention of luxury fashion goods from authorized channels, especially focusing on the mediation effect of the intention to revisit. We also include the experiential space type (cafés vs. art exhibitions) as moderator.

The results confirm that sensory, emotional, intellectual, and relational experiences in cafés or art exhibitions of luxury fashion flagships have a positive impact on the intention to revisit. This revisit intention to experience space has a significant effect on purchase intention from authorized shopping channels. Specifically, sensory experiences in an art space could lead to a positive revisit intention for consumers. Furthermore, relational experiences in cafés could create positive revisit intention in consumers.

This is the first study to compare consumers' perceptions by categorizing extended brand spaces and assessing experiential marketing for authorized shopping channels.

The experience of leaving the real world and entering a virtual service environment makes many individuals happy. This study heeds the call by multiple researchers to conceptualize, interpret and illustrate the impact of the perceived service experience in the metaverse in a holistic way. In particular, this study aims to understand how the consumption of experiences is perceived in a metaversal space.

The authors analyze mega virtual live events with famous artists broadcast in virtual worlds. The authors take a big data approach and include two studies to gain insight into the online public audience’s perceptions and experiences in the metaverse. In the first study, the authors analyze text from YouTube with Leximancer. In the second study, the authors go one step further to refine the conceptual model from Study 1. The authors scrutinize additional Facebook comments using seeded Latent Dirichlet Allocation (LDA).

The findings reveal that the meta service experience (MEX) encompasses four dimensions: immersion, metascape, immediacy and hedonism.

This research provides important guidance not only for consumer behavior scholars but also for service marketers and event planners. The study proposes research opportunities to advance service experience research in the metaverse.

Despite the promising development and marketing potential of the metaverse, our understanding of how realistic metaverse environments impact user engagement and behaviours remains limited. This study investigates the role of perceived realism in influencing user engagement, thereby affecting external search behaviour and visit intentions.

We surveyed 270 active metaverse users to test the research model. The data were analysed using partial least squares structural equation modelling (PLS-SEM).

The results of our study show that three dimensions of realism – avatar involvement, perceptual pervasiveness and social realism – significantly enhance user engagement, which in turn influences external search behaviour and visit intention. In contrast, simulation realism and freedom of choice have minimal effects on absorption and dedication.

This study highlights the role of perceived realism in enhancing user engagement with the metaverse and its impact on physical world behaviours. It contributes to metaverse literature by demonstrating that engagement within the metaverse significantly influences physical world behaviours, including visit intentions and external search behaviours.

This study offers practical guidance for developers to enhance user engagement in metaverse environments. Specifically, our findings advocate for visual and audio quality enhancements, greater persuasiveness of virtual spaces, improved avatar representativeness and a closer alignment of metaverse activities with real-life events.

This study advances the theoretical understanding of perceived realism by examining how its dimensions – such as visual and audio quality, avatar representativeness and alignment with real-life events – impact user engagement in the metaverse. It also explores how this engagement influences offline behaviours, thus bridging the gap between virtual and real-world interactions.

The aim of this paper was to examine the interrelationships between Maslow’s motivated needs in relation to employees’ personal and workplace spirituality experiences.

Regression analysis using a cross-sectional, convenience sampling approach of 158 US employees responding to survey questions using a Qualtrics survey related to their demographics, motivated needs, daily spirituality experiences, workplace spirituality, work spirituality experiences and work-related flow.

Correlation analyses provided support for Maslow’s hierarchy of needs in relation to employees’ daily spiritual experiences, workplace spirituality, work spirituality experiences and work-related flow. Regression analyses also identified the specific Maslow needs that served as predictive factors in relation to employees’ personal and workplace spirituality. Findings and conclusions are also discussed in relation to employees and organizations.

Currently, there are no correlation studies that have examined workplace spirituality as an ethical behavior in the workplace and Maslow’s hierarchy of needs. This correlation gap is notable because further examination of Maslow’s hierarchy of needs as a theoretical framework in relation to employees’ spirituality can be particularly valuable for contemporary work settings. Consider that today’s work environment is faced with dynamic and unique factors, and each of these factors not only changes the work environment but also they significantly drive or minimize employee motivation. Three such factors include new generations of employees with unique values entering the workforce and the great resignation and quiet quitting.

The study identifies that Maslow’s belonging, esteem and self-transcendence are related positively to employees’ spiritual experiences in the workplace. When these needs are fulfilled in the work environment, employees may be more likely to engage in spiritual practices at work, such as participating in yoga, prayer and meditation and in fulfilling one’s motivated needs and spirituality, employees are able to pursue their true purpose in the workplace.

This study extends the literature regarding understanding the value of workplace spirituality as a positive outcome for the employees and organizations.

This study aims to characterize remote workers’ Airbnb experiences through the cognitive outcomes of their experiences and to consider the differences between long and short stays.

The structural topic model methodology was used to identify relevant topics. Data were collected from InsideAirbnb for Lisbon, Portugal and Austin, Texas, USA, for 2022 and early 2023, focusing on reviews that mentioned remote work.

The Airbnb experiences of remote workers and digital nomads are characterized as professionals who express mostly affective outcomes, but also have behavioral and nonaffective outcomes during their stay. In addition, the findings support the moderating role of length of stay and city.

This paper contributes to the literature by exploring how length of stay affects the priorities of remote workers on Airbnb, highlighting the different needs of long-term and short-term stays, and helping to consolidate and clarify the scattered research on customers’ long-term experiences in tourism and hospitality.

The Airbnb experience of remote workers is the highly valued as evidenced by the high rate of commending reviews indicating a willingness to stay there again. It is suggested that Airbnb hosts continue their helpful role and ensuring the functionality and availability of essential facilities and emphasizing neighborhood amenities specific to long and short stays. ChatGPT4 was found to be valuable for extracting data and assigning topic labels.

This study uses a novel structural topic model, augmented with ChatGPT4, to analyze Airbnb customer reviews that mention remote work, thereby improving inferences about the characterization of remote workers.

The purpose of this book is to open a conversation on the idea of information experience, which we understand to be a complex, multidimensional engagement with information. In developing the book we invited colleagues to propose a chapter on any aspect of information experience, for example conceptual, methodological or empirical. We invited them to express their interpretation of information experience, to contribute to the development of this concept. The book has thus become a vehicle for interested researchers and practitioners to explore their thinking around information experience, including relationships between information experience, learning experience, user experience and similar constructs. It represents a collective awareness of information experience in contemporary research and practice. Through this sharing of multiple perspectives, our insights into possible ways of interpreting information experience, and its relationship to other concepts in information research and practice, is enhanced. In this chapter, we introduce the idea of information experience. We also outline the book and its chapters, and bring together some emerging alternative views and approaches to this important idea.

In today's economy, experiences are a distinct offering that have become the core selling point for some of the world's most successful companies. From banking and transportation, to home exercise and healthcare, companies have differentiated themselves by designing distinct experiences alongside their core goods and services. And at the heart of this transformation are the data, systems, processes, and culture needed to understand more about customers and employees in order to design unique experiences for every individual. In this chapter we explore how success in the experience economy is not simply a case of gathering more data, but instead looking at a different type of data – Experience Data. With examples and case studies from some of the world's most successful companies, we look at how the discipline of experience management (XM) and the technology available to organizations today is fundamentally changing how companies operate – and win – in the experience economy.

High patient satisfaction is not simply a customer service goal; it is an important dimension of quality and part of financial incentives and public reporting requirements. However, patient experience is often siloed within health system organizational charts and considered separately from quality and safety initiatives, instead of being seen predominantly as a “customer service” initiative. Representatives from 52 health care systems across the United States completed an online survey to explore both the processes and infrastructure hospitals employ to improve patient experience, and the metrics hospitals use to assess the quality of patient experience beyond patient satisfaction survey data. When asked about performance metrics beyond satisfaction, most hospitals or systems noted other metrics of the entire patient experience such as the rate of complaints or grievances and direct feedback from patient and family advisors. Additionally, respondents suggested that a broader definition of “quality of the patient experience” may be appropriate to encompass measures of access, clinical processes, and quality of care and patient safety outcomes. Almost all respondents that we surveyed listed metrics from these less traditional categories, indicating that performance improvement within the patient experience domain in these organizations is linked with other areas of hospital performance that rely on the same metrics, such as clinical quality and patient safety.