A Research to Determine Relationship between Experiential Value, Customer Satisfaction and Customer Loyalty
Öz
Abstract
The purpose of this study is to determine the experiential values presented to the Far East tourist by tour operators in a position as a wholesaler to the tourism sector; to exhibit the relationship between experiential value with customer satisfaction and customer loyalty. This study was performed with the participation of Japanese, Chinese and Korean tourists who came to Cappadocia from Far East with tour operators. The data was collected from 150 tourists for the pilot study and 780 tourists for the main study. Convenience sampling a non-probability sampling method was used to select sampling units. In the first step of the data analysis process, demographical characteristics from the Far East tourist were taken. Afterwards, factor and regression analysis were examined. The Social interaction, educational, functional, restaurant aesthetic, souvenir shop aesthetic, museum aesthetic, hotel aesthetic, tour bus aesthetic, efficiency, memory and conditional values were determined as experiential values that affect the customer satisfaction. The Social interaction, educational, functional, restaurant aesthetic, souvenir shop aesthetic, museum aesthetic, efficiency and memory values were determined as experiential values that affect the customer loyalty.
Keywords: Experiential Value, Customer Satisfaction, Customer Loyalty, Tour Operators, the Far East Tourism Market.
Anahtar Kelimeler
Experiential Value Customer Satisfaction Customer Loyalty Tour
Kaynakça
- Ahmed, Z. ve Krohn, F. (1992). Understanding the unique consumer behavior of Japanese tourists. Journal of Travel and Tourism Marketing, 1 (3): 73-86.
- Aho, S. K. (2001). Towards a general theory of touristic experiences: Modeling experience process in tourism. Tourism Review, 56 (3, 4): 33-37.
- Aktob.org. (2012). Yurtdışı bürolar turizm pazarı değerlendirmesi. Kültür ve Turizm Bakanlığı Tanıtma Genel Müdürlüğü, Stratejik Planlama Bürosu. http://www.aktob.org.tr/pdf/tanitmapazar2012.pdf, (01.02.2013).
- Altunışık, R., Coşkun, R., Bayraktaroğlu, S. ve Yıldırım, E. (2007). Sosyal bilimlerde araştırma yöntemleri SPSS uygulamalı. Sakarya: Sakarya Yayıncılık.
- Andersson, T. D. (2007). The tourist in the experience economy. Scandinavian Journal of Hospitality and Tourism, 7 (1): 46-58.
- Areni, S. C. ve Kim, D. (1993). The influence of background music on shopping behavior: Classical versus top-forty music in a wine store. Advances in Customer Research, 20 (1): 336-340.
- Bellizzi, J. A., Crowley, A. E. ve Hasty, R. W. (1983). The effects of color in store design. Journal of Retailing, 59 (1): 21-45.
- Berry, L. L., Carbone, L. P. ve Haeckel, S. H., (2002). Managing the total customer experience. MIT Sloan Management Review, 43 (3): 85-89.
- Beverland, M., Lim, E., Morrison, M. ve Terziovski, M. (2006). In-store music and consumer-brand relationships: Relational transformation following experiences of (mis) fit. Journal of Busines Research, 59 (90): 982-989.
- Brakus, J. J., Schmitt B. H., ve Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty?. Journal of Marketing, 73 (5): 52-68.
- Cavlek, N. (2002). Tour operators and destination safety. Annals of Tourism Research, 29 (2): 478-496.
- Csikszentmihalyi, M. (1990). Flow: the psychology of optimal experience. New York: Harper.
- Dereli, T. (1995). Örgütsel davranış. İstanbul: Menteş Kitabevi.
- Doğaner, S. (2013). Yeni otel tasarımı. Turizm ve rekreasyon yapıları. İstanbul: Vitra Çağdaş Mimarlık Dizisi 2.
- Eroğlu, A. S. ve Machleit, A. K. (1990). An empirical study of retail crowding: Antecedents and consequences. Journal of Retailing, 66 (2): 201-221.
- Fisk, P. (2006). Pazarlama dehası. (Çev.: A. Özer). İstanbul: Mediacat Kitapları.
- Gentile, C., Spiller, N. ve Noci, G. (2007). How to sustain the customer experinece: an overview of experience components that co-create value with the customer. European Management Journal, 25 (5): 395-410.
- Gupta, S. ve Vajic, M. (1999). The contextual and dialectical nature of experiences. J. Fitzsimmons, ve M. Fitzsimmons (Der.) New service development: İçinde 33-51. CA: Sage, Thousand Oaks.
- Hirschman, E. C. ve Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 48 (3): 92-101.
- Holbrook M. B. (1999). Consumer value: a framework for analysis and research. New York: Routledge.
- Hofstede, G. (2013). The Hofstede Centre. http://geert-hofstede.com/countries.html, (02.06.2013).
- Hui, M. K., Dube, L., ve Chebat, J. (1997). The impact of music on consumer’s reaction to waiting for services. Journal of Retailing, 73 (1): 87-104.
- Hui, K. M., ve Bateson, E. J. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18 (2): 174-184.
- İnceoğlu, M. (2004). Tutum, algı, iletişim. Ankara: Elips Kitap.
- Josiam, B. M., Mattson, M. ve Sullivan, P. (2004). The histourant: Heritage tourism at Mickey’s dining car. Tourism Management, 25 (4): 453-461.
- Jurowski C. (2009). “An examination of the four realms of tourism experience theory”, International CHRIE Conference-Refereed Track, Paper: 23, (29.07.2009). http://scholarworks.umass.edu/refereed/Sessions/Wednesday/23, (22.01.2013).
- Knutson, B. J., Beck, A. J., Kim, S. H., ve Cha, J. (2007). Identifying the dimensions of the experience construct. Journal of Hospitality & Leisure Marketing, 15 (3): 31-47.
- Kotler, P. (2000). Kotler ve pazarlama, pazar yaratmak, pazar kazanmak ve pazara egemen olmak. (Çev.: A. Özyağcılar). İstanbul: Sistem Yayıncılık.
- Kuşluvan, S. ve Karamustafa, K. (2002). Türkiye'de dış aktif turizmin gelişmesinde yabancı tur operatörlerinin rolü. Pazarlama Dünyası, 16 (5): 18-28.
- Kültür ve Turizm Bakanlığı (2013). Sınır Giriş Çıkış İstatistikleri. http://www.ktbyatirimisletmeler.gov.tr/TR,9854/sinir-giris-cikis-istatistikleri.html, (12.01.2013).
- Lewis, R. C., Chambers, R. E. (2000). Marketing leadership in hospitality. New York: John Wiley.
- Li, H. Daugherty, T., ve Biocca, F. (2002). Impact of 3D advertising on product knowledge, brand attitude, and purchase intention: the mediating role of presence. Journal of Advertising, 31 (3): 43-57.
- Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50 (4): 370-396. http://psychclassics.yorku.ca/Maslow/motivation.htm, (12.01.2013).
- Mannell, R. C. (1984). A psychology for leisure research. Leisure and Society, 7 (1): 13–21.
- Mattila, A. S. ve Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behaviour. Journal of Retailing, 77 (2): 273-289.
- Mathwick, C., Malhotra, N. K. ve Rigdon E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and internet shopping environment. Journal of Retailing, 77(Winter): 39–56.
- Mathwick, C., Malhotra, N. K. ve Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: an internet and catolog comparison. Journal of Retailing, 78 (1): 51-60.
- McLellan, H. (2000). Experience design. Cyberpsychology and Behavior, 3 (1): 59-69.
- Meethan, K. (1998). New tourism for old? Policy developments in Cornwall and Devon. Tourism Management, 19 (6): 583–593.
- Meyer, A. ve Dornach, F. (1996). The German customer barometer: Quality and satisfaction–yearbook of customer satisfaction in German. Dusseldorf: German Marketing Association E.V. ve German Post AG.
- Milliman, R. E. (1982). Using background music to affect the behavior of supermarket shoppers. Journal of Marketing, 46 (Summer): 86-91.
- Oh, H., Fiore, A. M., ve Jeoung, M., (2007). Measuring experience economy concepts: Tourism applications. Journal of Travel Research, 46 (2): 119-132.
- Orth, U. ve Marchi, R. D. (2007). Understanding the relationships between functional, symbolic, and experiential brand beliefs, product experiential attributes, and product schema: Advertising-trial ınteractions Revisited. Journal of Marketing Theory and Practice, 15 (3): 219-33.
- Papatya, N., Papatya, G. ve Güzel F. Ö. (2013). Deneyimsel değer yaklaşımında kritik değer sürücüleri: Muğla bölgesinde faaliyet gösteren dört ve beş yıldızlı konaklama işletmelerinde bir araştırma. Uluslararası Yönetim İktisat ve İşletme Dergisi, 9 (19): 87-105.
- Pikkemaat, B. ve Weiermair, K. (2003). The aesthetic (design) oriented customer in tourism - implications for product development. http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.196.2586, (11.01.2013).
- Pine, J. ve Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review: 97-105.
- Pine, J. ve Gilmore, J. H. (1999). Deneyim ekonomisi: İş hayatı bir tiyatro ve de her şirket bir sahne. (Çev.: L. Cinemre). İstanbul: Boyner Holding Yayınları.
- Pizam, A. ve Jeong, G. H. (1996). Cross-cultural tourist behaviour perception of Korean tour-guides. Tourism Management. 17 (4): 277-286.
- Reisinger, Y. ve Turner, L. (1999). A Cultural analysis of Japanese tourists: Challenges for tourism marketers. European Journal of Marketing, 33 (11/12): 1203-1227.
- Ryan, R. M. ve Deci, E. L. (2000). Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American Psychologist, 55 (1): 68-78.
- Sekaran, U. (2000). Research methods for business: a skill-building approach. UK: Wiley&Sons.
- Schmitt, B. (1999). Experiential marketing. New York: The Free Press.
- Schmitt, B. (1999a). Experiential marketing: a new framework for design and communications. Design Management Journal, 10 (2): 10-16.
- Schmitt, B. (1999b). Experiential marketing. Journal of Marketing Management, 15 (1/3): 53-67.
- Schmitt, B. ve Simonson, A. (1997). Marketing aesthetics: the strategic managemnet of brands, ıdentity and image. New York: The Free Press.
- Sheth, J. N., Newman, B. I. ve Gross, B. L. (1991a). Consumption values and market choices theory and applications. Cincinnati: College Division South-Western Publishing Co..
- Sheth, J, N., Newman, B, I. ve Gross, B, L. (1991b). Why we buy what we buy: a theory of consumption values. Journal of Business Research, 22 (2): 159-170.
- Stamboulis, Y. ve Skayannis, P. (2003). Innovation strategies and technology for experince based tourism. Tourism Management, 24 (1): 35-43.
- Summers, T., ve Hebert, P. (2001). Shedding some light on store atmospherics: influence of illumination on consumer behavior. Journal of Business Research, 54 (2): 145- 150.
- Spangenberg, R. E., Crowley, E. A. ve Henderson, W. P. (1996). Improving the store environment: Do olfactory cues affect evaluations and behaviors?. Journal of Marketing, 60: 67-80.
- Şencan, H. (2005). Sosyal ve davranışsal ölçümlerde güvenirlilik ve geçerlilik. Ankara: Seçkin Yayıncılık.
- Tsaur, S. H., Chiu, Y. T. ve Wang, C. H. (2007). The visitors behavioral consequences of experiential marketing: an empirical study on Taipei Zoo. Journal of Travel and Tourism Marketing, 21 (1): 47-64.
- UNWTO (2013). Tourism Highlights, 2013 Edition. http://dtxtq4w60xqpw.cloudfront.net/sites/all/files/pdf/unwto_highlights13_en_hr_0.pdf, (20.01.2013).
- Uriely, N. (2005). The tourist experience. Annals of Tourism Research, 32 (1): 199-216.
- Volo, S. (2009). Conceptualizing experience: a tourist based approach. Journal of Hospitality Marketing and Management, 18 (2/3): 111-126.
- Wakefield, K. L. ve Blodgett, J. G. (1999). Customer response to intangible and tangible service factors. Psychology and Marketing, 16 (1): 51-68.
- Wirtz, J. ve Bateson, J. E. G. (1999). Consumer satisfaction with services: integrating the environment perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research, 44 (1): 55-66.
- Wong, S. C. ve Kwong Y. W. (2004). Outbound tourists’ selection criteria for choosing all-inclusive package tours. Tourism Management, 25 (5): 581-592.
- Yıldırım, K. Akalın, A. ve Çağatay, K. (2008). Otel yatak odalarının iç mekân tasarımının kullanıcıların algı-davranışsal performansı üzerine etkisi. Politeknik Dergisi, 11 (2): 175-185.
- Zhang, J. (2008). Brand experiential value scales for limited-service hotels. Unpublished Doctoral Dissertation. Purdue University, Indiana.
- Zhang, J., Cai, A. L. ve Kavanaugh, R. R. (2008). Dimensions in building brand experience for economy hotels-A case of emerging market. Journal of China Tourism Research, 4 (1): 61-77.
- Zhang, J. Dewald, B. ve Neirynck, B. C. (2009). Experiential values for casino hotels in Macao. Journal of Quality Assurance in Hospitality and Tourism, 10 (2): 75-92.
Deneyimsel Değer, Tüketici Tatmini ve Tüketici Sadakati Arasındaki İlişkinin Belirlenmesine Yönelik Bir Araştırma
Öz
Öz
Bu çalışmanın amacı turizm sektöründe toptancı konumunda olan tur operatörlerinin Uzak Doğulu turistlere sundukları deneyimsel değeri belirlemek; deneyimsel değer ile müşteri memnuniyeti ve müşteri sadakati arasındaki ilişkiyi ortaya koymaktır. Bu araştırma, Türkiye’yi Uzak Doğu’dan ziyaret eden ve Kapadokya’ya tur operatörleri aracılığı ile gelen Japon, Çinli ve Güney Koreli turistlerin katılımı ile gerçekleştirilmiştir. Pilot çalışma için 150, ana çalışma için 780 turistten bilgi toplanmıştır. Tesadüfî olmayan örnekleme yöntemlerinden kolayda örnekleme yöntemi tercih edilmiştir. Çalışmada, veri analizi aşamasında ilk olarak Uzak Doğulu turistlerin demografik bilgileri incelenmiştir. Daha sonra verilere faktör ve regresyon analizi uygulanmıştır. Deneyimsel değer bağlamında tüketici memnuniyetinde sosyal etkileşim, eğitsel, fonksiyonel, restoran estetiği, hediyelik eşya işletmesi estetiği, müze estetiği, otel estetiği, tur otobüsü estetiği, verimlilik, hatıra ve durumsallık değerlerinin önemli olduğu ortaya çıkarılmıştır. Deneyimsel değer bağlamında tüketici sadakatinde sosyal etkileşim, eğitsel, fonksiyonel, restoran estetiği, hediyelik eşya işletmesi estetiği, müze estetiği, verimlilik ve hatıra değerlerinin önemli olduğu ortaya çıkarılmıştır.
Anahtar Kelimeler: Deneyimsel Değer, Müşteri Memnuniyeti, Müşteri Sadakati, Tur Operatörleri, Uzak Doğu Turizm Pazarı.
Anahtar Kelimeler
Kaynakça
- Ahmed, Z. ve Krohn, F. (1992). Understanding the unique consumer behavior of Japanese tourists. Journal of Travel and Tourism Marketing, 1 (3): 73-86.
- Aho, S. K. (2001). Towards a general theory of touristic experiences: Modeling experience process in tourism. Tourism Review, 56 (3, 4): 33-37.
- Aktob.org. (2012). Yurtdışı bürolar turizm pazarı değerlendirmesi. Kültür ve Turizm Bakanlığı Tanıtma Genel Müdürlüğü, Stratejik Planlama Bürosu. http://www.aktob.org.tr/pdf/tanitmapazar2012.pdf, (01.02.2013).
- Altunışık, R., Coşkun, R., Bayraktaroğlu, S. ve Yıldırım, E. (2007). Sosyal bilimlerde araştırma yöntemleri SPSS uygulamalı. Sakarya: Sakarya Yayıncılık.
- Andersson, T. D. (2007). The tourist in the experience economy. Scandinavian Journal of Hospitality and Tourism, 7 (1): 46-58.
- Areni, S. C. ve Kim, D. (1993). The influence of background music on shopping behavior: Classical versus top-forty music in a wine store. Advances in Customer Research, 20 (1): 336-340.
- Bellizzi, J. A., Crowley, A. E. ve Hasty, R. W. (1983). The effects of color in store design. Journal of Retailing, 59 (1): 21-45.
- Berry, L. L., Carbone, L. P. ve Haeckel, S. H., (2002). Managing the total customer experience. MIT Sloan Management Review, 43 (3): 85-89.
- Beverland, M., Lim, E., Morrison, M. ve Terziovski, M. (2006). In-store music and consumer-brand relationships: Relational transformation following experiences of (mis) fit. Journal of Busines Research, 59 (90): 982-989.
- Brakus, J. J., Schmitt B. H., ve Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty?. Journal of Marketing, 73 (5): 52-68.
- Cavlek, N. (2002). Tour operators and destination safety. Annals of Tourism Research, 29 (2): 478-496.
- Csikszentmihalyi, M. (1990). Flow: the psychology of optimal experience. New York: Harper.
- Dereli, T. (1995). Örgütsel davranış. İstanbul: Menteş Kitabevi.
- Doğaner, S. (2013). Yeni otel tasarımı. Turizm ve rekreasyon yapıları. İstanbul: Vitra Çağdaş Mimarlık Dizisi 2.
- Eroğlu, A. S. ve Machleit, A. K. (1990). An empirical study of retail crowding: Antecedents and consequences. Journal of Retailing, 66 (2): 201-221.
- Fisk, P. (2006). Pazarlama dehası. (Çev.: A. Özer). İstanbul: Mediacat Kitapları.
- Gentile, C., Spiller, N. ve Noci, G. (2007). How to sustain the customer experinece: an overview of experience components that co-create value with the customer. European Management Journal, 25 (5): 395-410.
- Gupta, S. ve Vajic, M. (1999). The contextual and dialectical nature of experiences. J. Fitzsimmons, ve M. Fitzsimmons (Der.) New service development: İçinde 33-51. CA: Sage, Thousand Oaks.
- Hirschman, E. C. ve Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 48 (3): 92-101.
- Holbrook M. B. (1999). Consumer value: a framework for analysis and research. New York: Routledge.
- Hofstede, G. (2013). The Hofstede Centre. http://geert-hofstede.com/countries.html, (02.06.2013).
- Hui, M. K., Dube, L., ve Chebat, J. (1997). The impact of music on consumer’s reaction to waiting for services. Journal of Retailing, 73 (1): 87-104.
- Hui, K. M., ve Bateson, E. J. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18 (2): 174-184.
- İnceoğlu, M. (2004). Tutum, algı, iletişim. Ankara: Elips Kitap.
- Josiam, B. M., Mattson, M. ve Sullivan, P. (2004). The histourant: Heritage tourism at Mickey’s dining car. Tourism Management, 25 (4): 453-461.
- Jurowski C. (2009). “An examination of the four realms of tourism experience theory”, International CHRIE Conference-Refereed Track, Paper: 23, (29.07.2009). http://scholarworks.umass.edu/refereed/Sessions/Wednesday/23, (22.01.2013).
- Knutson, B. J., Beck, A. J., Kim, S. H., ve Cha, J. (2007). Identifying the dimensions of the experience construct. Journal of Hospitality & Leisure Marketing, 15 (3): 31-47.
- Kotler, P. (2000). Kotler ve pazarlama, pazar yaratmak, pazar kazanmak ve pazara egemen olmak. (Çev.: A. Özyağcılar). İstanbul: Sistem Yayıncılık.
- Kuşluvan, S. ve Karamustafa, K. (2002). Türkiye'de dış aktif turizmin gelişmesinde yabancı tur operatörlerinin rolü. Pazarlama Dünyası, 16 (5): 18-28.
- Kültür ve Turizm Bakanlığı (2013). Sınır Giriş Çıkış İstatistikleri. http://www.ktbyatirimisletmeler.gov.tr/TR,9854/sinir-giris-cikis-istatistikleri.html, (12.01.2013).
- Lewis, R. C., Chambers, R. E. (2000). Marketing leadership in hospitality. New York: John Wiley.
- Li, H. Daugherty, T., ve Biocca, F. (2002). Impact of 3D advertising on product knowledge, brand attitude, and purchase intention: the mediating role of presence. Journal of Advertising, 31 (3): 43-57.
- Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50 (4): 370-396. http://psychclassics.yorku.ca/Maslow/motivation.htm, (12.01.2013).
- Mannell, R. C. (1984). A psychology for leisure research. Leisure and Society, 7 (1): 13–21.
- Mattila, A. S. ve Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behaviour. Journal of Retailing, 77 (2): 273-289.
- Mathwick, C., Malhotra, N. K. ve Rigdon E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and internet shopping environment. Journal of Retailing, 77(Winter): 39–56.
- Mathwick, C., Malhotra, N. K. ve Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: an internet and catolog comparison. Journal of Retailing, 78 (1): 51-60.
- McLellan, H. (2000). Experience design. Cyberpsychology and Behavior, 3 (1): 59-69.
- Meethan, K. (1998). New tourism for old? Policy developments in Cornwall and Devon. Tourism Management, 19 (6): 583–593.
- Meyer, A. ve Dornach, F. (1996). The German customer barometer: Quality and satisfaction–yearbook of customer satisfaction in German. Dusseldorf: German Marketing Association E.V. ve German Post AG.
- Milliman, R. E. (1982). Using background music to affect the behavior of supermarket shoppers. Journal of Marketing, 46 (Summer): 86-91.
- Oh, H., Fiore, A. M., ve Jeoung, M., (2007). Measuring experience economy concepts: Tourism applications. Journal of Travel Research, 46 (2): 119-132.
- Orth, U. ve Marchi, R. D. (2007). Understanding the relationships between functional, symbolic, and experiential brand beliefs, product experiential attributes, and product schema: Advertising-trial ınteractions Revisited. Journal of Marketing Theory and Practice, 15 (3): 219-33.
- Papatya, N., Papatya, G. ve Güzel F. Ö. (2013). Deneyimsel değer yaklaşımında kritik değer sürücüleri: Muğla bölgesinde faaliyet gösteren dört ve beş yıldızlı konaklama işletmelerinde bir araştırma. Uluslararası Yönetim İktisat ve İşletme Dergisi, 9 (19): 87-105.
- Pikkemaat, B. ve Weiermair, K. (2003). The aesthetic (design) oriented customer in tourism - implications for product development. http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.196.2586, (11.01.2013).
- Pine, J. ve Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review: 97-105.
- Pine, J. ve Gilmore, J. H. (1999). Deneyim ekonomisi: İş hayatı bir tiyatro ve de her şirket bir sahne. (Çev.: L. Cinemre). İstanbul: Boyner Holding Yayınları.
- Pizam, A. ve Jeong, G. H. (1996). Cross-cultural tourist behaviour perception of Korean tour-guides. Tourism Management. 17 (4): 277-286.
- Reisinger, Y. ve Turner, L. (1999). A Cultural analysis of Japanese tourists: Challenges for tourism marketers. European Journal of Marketing, 33 (11/12): 1203-1227.
- Ryan, R. M. ve Deci, E. L. (2000). Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American Psychologist, 55 (1): 68-78.
- Sekaran, U. (2000). Research methods for business: a skill-building approach. UK: Wiley&Sons.
- Schmitt, B. (1999). Experiential marketing. New York: The Free Press.
- Schmitt, B. (1999a). Experiential marketing: a new framework for design and communications. Design Management Journal, 10 (2): 10-16.
- Schmitt, B. (1999b). Experiential marketing. Journal of Marketing Management, 15 (1/3): 53-67.
- Schmitt, B. ve Simonson, A. (1997). Marketing aesthetics: the strategic managemnet of brands, ıdentity and image. New York: The Free Press.
- Sheth, J. N., Newman, B. I. ve Gross, B. L. (1991a). Consumption values and market choices theory and applications. Cincinnati: College Division South-Western Publishing Co..
- Sheth, J, N., Newman, B, I. ve Gross, B, L. (1991b). Why we buy what we buy: a theory of consumption values. Journal of Business Research, 22 (2): 159-170.
- Stamboulis, Y. ve Skayannis, P. (2003). Innovation strategies and technology for experince based tourism. Tourism Management, 24 (1): 35-43.
- Summers, T., ve Hebert, P. (2001). Shedding some light on store atmospherics: influence of illumination on consumer behavior. Journal of Business Research, 54 (2): 145- 150.
- Spangenberg, R. E., Crowley, E. A. ve Henderson, W. P. (1996). Improving the store environment: Do olfactory cues affect evaluations and behaviors?. Journal of Marketing, 60: 67-80.
- Şencan, H. (2005). Sosyal ve davranışsal ölçümlerde güvenirlilik ve geçerlilik. Ankara: Seçkin Yayıncılık.
- Tsaur, S. H., Chiu, Y. T. ve Wang, C. H. (2007). The visitors behavioral consequences of experiential marketing: an empirical study on Taipei Zoo. Journal of Travel and Tourism Marketing, 21 (1): 47-64.
- UNWTO (2013). Tourism Highlights, 2013 Edition. http://dtxtq4w60xqpw.cloudfront.net/sites/all/files/pdf/unwto_highlights13_en_hr_0.pdf, (20.01.2013).
- Uriely, N. (2005). The tourist experience. Annals of Tourism Research, 32 (1): 199-216.
- Volo, S. (2009). Conceptualizing experience: a tourist based approach. Journal of Hospitality Marketing and Management, 18 (2/3): 111-126.
- Wakefield, K. L. ve Blodgett, J. G. (1999). Customer response to intangible and tangible service factors. Psychology and Marketing, 16 (1): 51-68.
- Wirtz, J. ve Bateson, J. E. G. (1999). Consumer satisfaction with services: integrating the environment perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research, 44 (1): 55-66.
- Wong, S. C. ve Kwong Y. W. (2004). Outbound tourists’ selection criteria for choosing all-inclusive package tours. Tourism Management, 25 (5): 581-592.
- Yıldırım, K. Akalın, A. ve Çağatay, K. (2008). Otel yatak odalarının iç mekân tasarımının kullanıcıların algı-davranışsal performansı üzerine etkisi. Politeknik Dergisi, 11 (2): 175-185.
- Zhang, J. (2008). Brand experiential value scales for limited-service hotels. Unpublished Doctoral Dissertation. Purdue University, Indiana.
- Zhang, J., Cai, A. L. ve Kavanaugh, R. R. (2008). Dimensions in building brand experience for economy hotels-A case of emerging market. Journal of China Tourism Research, 4 (1): 61-77.
- Zhang, J. Dewald, B. ve Neirynck, B. C. (2009). Experiential values for casino hotels in Macao. Journal of Quality Assurance in Hospitality and Tourism, 10 (2): 75-92.
Toplam 72 adet kaynakça vardır.
Ayrıntılar
| Birincil Dil | Türkçe |
|---|---|
| Bölüm | Makaleler |
| Yazarlar | |
| Yayımlanma Tarihi | 22 Ocak 2015 |
| Gönderilme Tarihi | 22 Ocak 2015 |
| Yayımlandığı Sayı | Yıl 2014 Cilt: 16 Sayı: 3 |
