Based on the conception and dimensions of experiencescape proposed in a recent work, this study develops and validates a six-dimension scale of experiencescape in the context of integrated resorts in Macao. The validated dimensions include hospitality, the natural element, cultural proximity, social interaction, the multisensory element, and amenity. In contrast to previous studies focusing on certain aspects of integrated-resort experiences, this study provides a holistic understanding of the experiencescape. The scale of the integrated-resort experiencescape facilitates future research into the relationship between guests’ comprehensive experiences of integrated resorts and their corresponding behaviours and intentions. The theoretical and practical implications of the integrated-resort experiencescape scale are discussed.
AbbottL (1955) Quality and Competition. New York: Columbia University Press.
2.
AhnJBackKJ (2018) Integrated resort: a review of research and directions for future study. International Journal of Hospitality Management69: 94–101.
3.
AhnJBackKJBarišićP (2019a) The effect of dynamic integrated resort experience on Croatian customer behavior. Journal of Travel & Tourism Marketing36(3): 358–370.
4.
AhnJBackKJBogerC (2019b) Effects of integrated resort experience on customers’ hedonic and eudaimonic well-being. Journal of Hospitality & Tourism Research43(8): 1225–1255.
5.
AhnJBackKJLeeCK (2019c) A new dualistic approach to brand attitude: the role of passion among integrated resort customers. International Journal of Hospitality Management78: 261–267.
6.
AhnJLeeCKBackKJ, et al. (2019d) Brand experiential value for creating integrated resort customers’ co-creation behavior. International Journal of Hospitality Management81: 104–112.
7.
AwanMIShamimASaleemMS (2023) Re-interpreting ‘luxury hospitality’ through experienscape, customer satisfaction, and customer well-being. In: AlareeniBHamdanA (eds) Impact of Artificial Intelligence, and the Fourth Industrial Revolution on Business Success. Cham: Springer, pp.783–804.
8.
BarskyJMaierT (2015) Win or lose, it’s the casino experience that gambling hotel guests value most. International Journal of Business, Marketing, & Decision Science8(1): 100–108.
9.
BlumenthalVJensenØ (2019) Consumer immersion in the experiencescape of managed visitor attractions: the nature of the immersion process and the role of involvement. Tourism Management Perspectives30: 159–170.
10.
BuenoEVWeberTBBBomfimEL, et al. (2019) Measuring customer experience in service: a systematic review. The Service Industries Journal39(11-12): 779–798.
11.
CaoYLiXDiPietroR, et al. (2019) The creation of memorable dining experiences: formative index construction. International Journal of Hospitality Management82: 308–317.
12.
ChanSHJWanYKPTamUTZ (2021) Tourists’ description of their experiences of the servicescape of integrated resorts: the case of Macau. International Journal of Hospitality & Tourism Administration22(3): 269–302.
ChenKHHuangLYeY (2023) Research on the relationship between wellness tourism experiencescape and revisit intention: a chain mediation model. International Journal of Contemporary Hospitality Management35(3): 893–918.
15.
ChenZ (2022) Visualizing experiencescape – from the art of intangible cultural heritage. Current Issues in Tourism25(4): 559–578.
16.
ChenZSuntikulWKingB (2020) Research on tourism experiencescapes: the journey from art to science. Current Issues in Tourism23(11): 1407–1425.
17.
ChurchillGAJ (1979) A paradigm for developing better measures of marketing constructs. Journal of Marketing Research16(1): 64–73.
18.
EadingtonWRDoyleMR (eds) (2009) Integrated Resort Casinos: Implications for Economic Growth and Social Impacts. Reno: University of Nevada.
FossgardKFredmanP (2019) Dimensions in the nature-based tourism experiencescape: an explorative analysis. Journal of Outdoor Recreation and Tourism28: 100219.
21.
GahlerMKleinJFPaulM (2023) Customer experience: conceptualization, measurement, and application in omnichannel environments. Journal of Service Research26(2): 191–211.
22.
GentileCSpillerNNociG (2007) How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal25(5): 395–410.
23.
GodovykhMTasciADA (2020) Customer experience in tourism: a review of definitions, components, and measurements. Tourism Management Perspectives35: 100694.
24.
GraceDRossMKingC (2020) Brand fidelity: scale development and validation. Journal of Retailing and Consumer Services52: 101908.
25.
GuanJWangWGuoZ, et al. (2021) Customer experience and brand loyalty in the full-service hotel sector: the role of brand affect. International Journal of Contemporary Hospitality Management33(5): 1620–1645.
26.
HairJFRingleCMSarstedtM (2011) PLS-SEM: indeed a silver bullet. Journal of Marketing Theory and Practice19(2): 139–152.
27.
HairJFSarstedtMRingleCM (2019) Rethinking some of the rethinking of partial least squares. European Journal of Marketing53(4): 566–584.
28.
HairJFSarstedtMRingleCM, et al. (2017) Advanced Issues in Partial Least Squares Structural Equation Modeling. Los Angeles: Sage Publications.
29.
HallmannKZehrerARietzJ (2021) Sport events as experiencescapes: the spectator's perspective. International Journal of Sports Marketing and Sponsorship22(4): 764–779.
30.
HamannPMSchiemannF (2021) Organizational performance as a set of four dimensions: an empirical analysis. Journal of Business Research127: 45–65.
31.
HuangYFongLHNLawR (2016) Concerns of integrated resort customers: content analysis of reviews on TripAdvisor. E-Review of Tourism Research7: 1–5.
32.
JarvisCBMacKenzieSBPodsakoffPM (2003) A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research30(2): 199–218.
33.
JiCYangP (2022) What makes integrated resort attractive? Exploring the role of experience encounter elements. Journal of Travel & Tourism Marketing39(3): 305–319.
34.
JiMKingB (2018) Explaining the embodied hospitality experience with ZMET. International Journal of Contemporary Hospitality Management30(11): 3442–3461.
35.
KandampullyJBilgihanAAmerSM (2023) Linking servicescape and experiencescape: creating a collective focus for the service industry. Journal of Service Management34(2): 316–340.
36.
KandampullyJZhangTJaakkolaE (2018) Customer experience management in hospitality: a literature synthesis, new understanding, and research agenda. International Journal of Contemporary Hospitality Management30(1): 21–56.
37.
KhanIRahmanZ (2017) Development of a scale to measure hotel brand experiences. International Journal of Contemporary Hospitality Management29(1): 268–287.
38.
KimCMaJKangN, et al. (2023) Ranking mountainous geoheritages with the 3a approach (attraction, accessibility, and amenity). Geoheritage15: 12.
39.
KimHSoKKF (2022) Two decades of customer experience research in hospitality and tourism: a bibliometric analysis and thematic content analysis. International Journal of Hospitality Management100: 103082.
40.
LamLWChanKWFongD, et al. (2011) Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay. International Journal of Hospitality Management30(3): 558–567.
41.
LawKSWongCSMobleyWH (1998) Toward a taxonomy of multidimensional constructs. The Academy of Management Review23(4): 741–755.
42.
LemonKNVerhoefPC (2016) Understanding customer experience throughout the customer journey. Journal of Marketing80(6): 69–96.
43.
LiKJiCHeQ, et al. (2023) Understanding the sense-making process of visitor experience in the integrated resort setting: investigating the role of experience-centric attributes. International Journal of Tourism Research25(5): 491–505.
44.
LinHShiSGursoyD (2022) Destination experiencescape: conceptualization and scale development amid COVID-19 pandemic. Current Issues in Tourism25(24): 4047–4074.
45.
LinIYMattilaA (2022) Choreograph postpartum care experiencescapes in a resort setting. International Journal of Contemporary Hospitality Management34(8): 2953–2970.
46.
LuoJMFanDX (2022) Exploring entertainment tourism experience in integrated resorts: a process-based perspective. Anatolia: An International Journal of Tourism and Hospitality Research. Epub ahead of print 7 August 2022. DOI: https://doi.org/10.1080/13032917.2022.2109179.
47.
LyuJHuLHungK, et al. (2017) Assessing servicescape of cruise tourism: the perception of Chinese tourists. International Journal of Contemporary Hospitality Management29(10): 2556–2572.
48.
MaengHParkJW (2015) A study on the effect of the physical environment in an airplane on customer loyalty. Journal of Airline and Airport Management5(2): 81–100.
49.
MargaryanL (2018) Nature as a commercial setting: the case of nature-based tourism providers in Sweden. Current Issues in Tourism21(16): 1893–1911.
50.
MaryEUKongTIWWanYKP (2020) Senior travelers to integrated resorts: preferences, consuming behaviors and barriers. Journal of Quality Assurance in Hospitality & Tourism21(3): 297–319.
51.
McCartneyG (2020) Securing Chinese mass market visitation to Cotai’s integrated resorts (IRs): determinants of gaming and non-gaming attributes that influence IR selection. Tourism and Hospitality Research20(3): 317–330.
52.
McLeayFLichyJMajorB (2019) Co-creation of the ski-chalet community experiencescape. Tourism Management74: 413–424.
53.
MeiXYHågensenAMSKristiansenHS (2020) Storytelling through experiencescape: creating unique stories and extraordinary experiences in farm tourism. Tourism and Hospitality Research20(1): 93–104.
54.
MelissaABKawonK (2020) The service experiencescape. In: DixitSK (eds) The Routledge Handbook of Tourism Experience Management and Marketing. Abingdon: Routledge, 150–158.
55.
MeyerCSchwagerA (2007) Understanding customer experience. Harvard Business Review85(2): 117–126.
56.
ModyMSuessCLehtoX (2017) The accommodation experiencescape: a comparative assessment of hotels and airbnb. International Journal of Contemporary Hospitality Management29(9): 2377–2404.
57.
ModyMSuessCLehtoX (2019a) Going back to its roots: can hospitableness provide hotels competitive advantage over the sharing economy?International Journal of Hospitality Management76: 286–298.
58.
ModyMSuessCLehtoX (2019b) Using segmentation to compete in the age of the sharing economy: testing a core-periphery framework. International Journal of Hospitality Management78: 199–213.
59.
MossbergL (2007) A marketing approach to the tourist experience. Scandinavian Journal of Hospitality and Tourism7(1): 59–74.
60.
O’DellT (2005) Experiencescapes: Blurring borders and testing connections. In: O’DellTBillingP (eds) Experiencescapes: Tourism, Culture and Economy. Frederiksberg: Copenhagen Business School Press, 11–33.
61.
OpokuKEThamAMorrisonAM, et al. (2023) An exploratory study of the experiencescape dimensions and customer revisit intentions for specialty urban coffee shops. British Food Journal125(5): 1613–1630.
62.
PengYWangEYLamD (2020) Build it and they will come? The impact of servicescape on Chinese millennials’ satisfaction and behavioral intentions toward integrated resorts. International Journal of Hospitality & Tourism Administration23(3): 1–23.
63.
PineBJIIGilmoreJH (1998) Welcome to the experience economy. Harvard Business Review76(4): 97–105.
64.
PineBJIIGilmoreJH (1999) The Experience Economy: Work Is Theatre & Every Business a Stage. Boston: Harvard Business Press.
65.
PizamATasciADA (2019) Experienscape: expanding the concept of servicescape with a multi-stakeholder and multi-disciplinary approach (invited paper for ‘luminaries’ special issue). International Journal of Hospitality Management76: 25–37.
66.
PodsakoffPMMacKenzieSMLeeJ, et al. (2003) Common method variance in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology88(5): 879–903.
67.
PolitesGLRobertsNThatcherJ (2012) Conceptualizing models using multidimensional constructs: a review and guidelines for their use. European Journal of Information Systems21(1): 22–48.
68.
PrenticeCJiCLiK (2022) The influence of gaming and non-gaming experience on customers’ response to the casino. Journal of Vacation Marketing28(4): 455–468.
69.
RadicALückMAl-AnsiA, et al. (2021) Cruise ship dining experiencescape: the perspective of female cruise travelers in the midst of the COVID-19 pandemic. International Journal of Hospitality Management95: 102923.
70.
RatherRAHollebeekLDRasoolimaneshSM (2022) First-time versus repeat tourism customer engagement, experience, and value cocreation: an empirical investigation. Journal of Travel Research61(3): 549–564.
71.
RibeiroMAPrayagG (2019) Perceived quality and service experience: mediating effects of positive and negative emotions. Journal of Hospitality Marketing & Management28(3): 285–305.
72.
RitchieJRBTungVWSRitchieRJ (2011) Tourism experience management research: emergence, evolution and future directions. International Journal of Contemporary Hospitality Management23(4): 419–438.
ShimCOhEJJeongC (2017) A qualitative analysis of South Korean casino experiences: a perspective on the experience economy. Tourism and Hospitality Research17(4): 358–371.
75.
SilvaJHOMendesGHMiguelPAC, et al. (2021) Customer experience research: intellectual structure and future research opportunities. Journal of Service Theory and Practice31(6): 893–931.
76.
SthapitEBjörkPCoudounarisDN (2022) Towards a better understanding of memorable wellness tourism experience. International Journal of Spa and Wellness6(1): 1–27.
77.
TasciADAPizamA (2020) An expanded nomological network of experienscape. International Journal of Contemporary Hospitality Management32(3): 999–1040.
78.
TenenhausMVinziVEChatelinYM, et al. (2005) PLS Path modeling. Computational Statistics & Data Analysis48(1): 159–205.
79.
UrsachiGHorodnicIAZaitA (2015) How reliable are measurement scales? External factors with indirect influence on reliability estimators. Procedia Economics and Finance20: 679–686.
80.
VarshneyGDasG (2017) Experiential value: multi-item scale development and validation. Journal of Retailing and Consumer Services34: 48–57.
81.
VespestadMKHansenOB (2020) Shaping climbers’ experiencescapes: the influence of history on the climbing experience. Journal of Hospitality & Tourism Research44(1): 109–133.
82.
WetzelsMOdekerken-SchröderGVan OppenC (2009) Using pls path modeling for assessing hierarchical construct models: guidelines and empirical illustration. MIS Quarterly33(1): 177–195.
83.
ZhangSNLiYQLiuCH, et al. (2019) How does authenticity enhance flow experience through perceived value and involvement: the moderating roles of innovation and cultural identity. Journal of Travel & Tourism Marketing36(6): 710–728.
