| Status | 已發表Published |
| Experiences of Integrated Resorts Servicescape | |
| Chan, S. H.; Wan, P.; Tam, Z | |
| 2018-10-01 | |
| Source Publication | Global Conference on Business, Hospitality and Tourism Research (GLOSEARCH)
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| Abstract | This paper investigated the customers’ experiences of the servicescape of integrated resorts. It also examined how the customers’ experiences affect their emotions, satisfaction and behavioral intention. Face-to-face qualitative interviews were conducted with Mainland Chinese tourists in Macau. The results identified 12 dimensions of servicescape that formed the total customer experiences. Esthetic and entertainment experiences played a more crucial role in creating the customers’ total experiences and had the greater effects on customers’ emotions, satisfaction and behavioral intention in integrated resorts. This study contributes the association of servicescape with customer experiences in the context of integrated resorts. Based on the results, insights and practical recommendations were offered to resort operators of ways to enhance their customer experiences through the improvement of the resorts’ servicescape. |
| Keyword | Integrated resorts servicescape customer experience Mainland Chinese tourists Macau |
| Language | 英語English |
| The Source to Article | PB_Publication |
| PUB ID | 43836 |
| Document Type | Conference paper |
| Collection | DEPARTMENT OF MANAGEMENT AND MARKETING |
| Recommended Citation GB/T 7714 | Chan, S. H.,Wan, P.,Tam, Z. Experiences of Integrated Resorts Servicescape[C], 2018. |
| APA | Chan, S. H.., Wan, P.., & Tam, Z (2018). Experiences of Integrated Resorts Servicescape. Global Conference on Business, Hospitality and Tourism Research (GLOSEARCH). |
| Files in This Item: | There are no files associated with this item. | |||||
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