This research questions the effectiveness of enrichment strategies on experiential offers. A model accounting for the various effects of these strategies on consumer – primary positive emotions, delight, satisfaction, consumption value, and behavioral intentions – is proposed. A study in the field of tourism empirically validates the model but does not indicate an impact of the different experiential contexts considered.
AnteblianBFilserMRoedererC (2013) Consumption experience in retail environments: A literature review. Recherche et Applications en Marketing28(3): 84–113.
2.
ArnoldMJReynoldsKEPonderN. (2005) Customer delight in a retail context, investigating delightful and terrible shopping experience. Journal of Business Research58(8): 1132–1145.
3.
AurierPBenaventCN’GoalaG (2001) Validité discriminante et prédictive des composantes de la relation à la marque. In: Actes du 17ème congrès international de l’Association Française du Marketing, Deauville (CD-ROM).
4.
AurierPEvrardYN’GoalaG (2004) Comprendre et mesurer la value du point de vue du consommateur. Recherche et Applications en Marketing19(3): 1–20.
5.
BabinBJAttawayJS (2000) Atmospheric affect as a tool for creating value and gaining share of customer. Journal of Business Research49(2): 91–99.
6.
BäckströmKJohanssonU (2006) Creating and consuming experiences in retail store environments: Comparing retailer and consumer perspectives. Journal of Retailing and Consumer Services13(6): 417–430.
7.
BadotO (2005) L’autre raison du succès de Wal-Mart: une rhétorique de l’infra-ordinaire. Revue Française du Marketing203(3–5): 97–117.
8.
BadotOHeilbrunnB (2006) Développer une politique de marketing expérientiel. In: MichonC (ed.) Le Marketeur, 2ème édition. Paris: Pearson Education, pp. 429–453.
9.
BarnesDCBeauchampMBWebsterC (2010) To delight, or not to delight? This is the question service firms must address. The Journal of Marketing Theory and Practice18(3): 275–284.
10.
BaronRMKennyDA (1986) Moderator-mediator variables distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology51(6): 1173–1182.
11.
BermanB (2005) How to delight your customers. California Management Review48(1): 129–151.
12.
BignéJEAndreuLGnothJ (2005) The theme park experience: An analysis of pleasure, arousal and satisfaction. Tourism Management26(6): 833–844.
13.
BignéJEMattilaASAndreuL (2008) The impact of experiential consumption cognitions and emotions on behavioral intentions. Journal of Services Marketing22(4): 303–315.
14.
BorghiniSDiamondNKozinetsRV. (2009) Why are themed brand stores so powerful? Retail brand ideology at American Girl Place. Journal of Retailing85(3): 363–375.
15.
CarùACovaB (2003) Approche empirique de l’immersion dans l’expérience de consommation: les opérations d’appropriation. Recherche et Applications en Marketing18(2): 47–65.
16.
CarùACovaB (2006) Expériences de marque: comment favoriser l’immersion du consommateur. Décisions Marketing41: 43–52.
17.
ChenCFChenFS (2010) Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management31(1): 29–35.
18.
ChenPTHuHH (2010) How determinant attributes of service quality influence customer-perceived value: An empirical investigation of the Australian coffee outlet industry. International Journal of Contemporary Hospitality Management22(4): 535–551.
19.
ChiCGQQuH (2008) Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management29(4): 624–636.
20.
ChinWWDibbernJ (2010) An introduction to a permutation based procedure for multi-group PLS analysis: Results of tests of differences on simulated data and a cross cultural analysis of the sourcing of information system services between Germany and the USA. In: VinziVEChinWWHenselerJ. (coord.) Handbook of Partial Least Squares Concepts: Concepts, Methods and Applications (Springer Handbooks of Computational Statistics). New York: Springer, pp. 171–193.
21.
CohenJBAreniCS (1991) Affect and consumer behavior. Handbook of Consumer Behavior4(7): 188–240.
22.
CronbachLJ (1951) Coefficient alpha and the internal structure of tests. Psychometrica16(3): 297–334.
23.
CroninJJJrBradyMKHultGTM (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing76(2): 193–218.
24.
CsikszentmihalyiM (1997) Finding Flow: The Psychology of Engagement with Everyday Life. New York: Basic Books.
25.
DerbaixCFilserM (2011) L’affectif dans les comportements d’achat et de consommation. Paris: Economica, Gestion.
26.
DerbaixMDerbaixC (2010) Generational concerts: In quest of authenticity?Recherche et Applications en Marketing25(3): 57–84.
27.
De RuyterKWetzelsMLemminkJ. (1997) The dynamics of the service delivery process: A value-based approach. International Journal of Research in Marketing14(3): 231–243.
28.
DolbecPYChebatJC (2013) The impact of a flagship vs a brand store on brand attitude, brand attachment and brand equity. Journal of Retailing89(4): 460–466.
29.
DumanTMattilaAS (2005) The role of affective factors on perceived cruise vacation value. Tourism Management26(3): 311–323.
30.
FaullantRMatzlerKMooradianTA (2011) Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience. Tourism Management32(6): 1423–1430.
31.
FerrandiJMDe BarnierVValette-FlorenceP (2002) Une première application de l’échelle de Richins pour mesurer les réactions émotionnelles à la publicité. In: Actes du 18ème congrès international de l’Association Française du Marketing, Lille, pp. 1–29.
32.
FilserM (2002) Le marketing de la production d’expérience. Statut théorique et implications managériales. Décisions Marketing28: 13–22.
33.
FinnA (2005) Reassessing the foundations of customer delight. Journal of Service Research8(2): 103–116.
34.
FornellCLarckerDF (1981) Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research18(1): 39–50.
35.
FornerinoMHelme-GuizonAGottelandD (2008) Movie consumption experience and immersion: Impact on satisfaction. Recherche et Applications en Marketing23(3): 95–113.
36.
FrisouJ (2005) Une approche tendancielle du comportement de fidélité: du concept à sa mesure. Recherche et Applications en Marketing20(2): 105–125.
37.
GallarzaMGGil-SauraIHolbrookMB (2011) The value of value: Further excursions on the meaning and role of customer value. Journal of Consumer Behaviour10(4): 179–191.
38.
GiannelloniJL (2011) La recherche marketing au service des pratiques touristiques: mythe ou réalité. Décisions Marketing64: 1–4.
39.
GoncalvesOGuallinoGMichelH. (2011) Flocon ou chamois d’or? Mesurer la performance marketing d’un service touristique. Le cas des stations de ski françaises. Décisions Marketing64: 59–68.
40.
GraillotL (1998) Emotions et comportement du consommateur. Recherche et Applications en Marketing13(1): 5–23.
41.
HairJFJrAndersonRETathamRL. (1998) Multivariate Data Analysis, 5th edition.Upper Saddle River, NJ: Prentice Hall.
42.
HolbrookMB (1986) Aims, concepts, and methods for the representation of individual differences in esthetic responses to design features. Journal of Consumer Research13(3): 337–347.
43.
HolbrookMB (1999) Consumer Value: A Framework for Analysis and Research (Routledge Interpretive Market Research Series). London and New York: Routledge.
HumeMMortGS (2010) The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts. Journal of Services Marketing24(2): 170–182.
46.
HyunSSKimWLeeMJ (2011) The impact of advertising on patrons’ emotional responses, perceived value, and behavioral intentions in the chain restaurant industry: The moderating role of advertising-induced arousal. International Journal of Hospitality Management30(3): 689–700.
47.
IzardCE (1977) Human Emotions. New York: Plenum.
48.
JonesMAReynoldsKEArnoldMJ (2006) Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes. Journal of Business Research59(9): 974–981.
49.
JöreskogK (1971) Statistical analysis of sets of congeneric tests. Psychometrica36(2): 109–133.
50.
KimMVogtCAKnutsonBJ (2013) Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research. Epub ahead of print 2January. DOI: 10.1177/1096348012471376.
51.
KreziakDFrochotI (2011) Co-construction de l’expérience touristique: les stratégies des touristes en stations de sport d’hiver. Décisions Marketing64: 23–33.
52.
KumarAOlshavskyRWKingMF (2001) Exploring alternative antecedents of customer delight. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior14: 14–26.
53.
KwortnikRJJrRossWTJr (2007) The role of positive emotions in experiential decisions. International Journal of Research in Marketing24(4): 324–335.
54.
LadhariR (2007) The effect of consumption emotions on satisfaction and word-of-mouth communications. Psychology & Marketing24(12): 1085–1108.
55.
LarosFJSteenkampJBE (2005) Emotions in consumer behavior: A hierarchical approach. Journal of Business Research58(10): 1437–1445.
56.
LeeYKLeeCKLeeSK. (2008) Festivalscapes and patrons’ emotions, satisfaction, and loyalty. Journal of Business Research61(1): 56–64.
57.
LoureiroSM (2010) Satisfying and delighting the rural tourists. Journal of Travel & Tourism Marketing27(4): 396–408.
58.
LoureiroSMCKastenholzE (2011) Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal. International Journal of Hospitality Management30(3): 575–583.
59.
McGinnisLGentryJWGaoT (2008) The impact of flow and communitas on enduring involvement in extended service encounters. Journal of Service Research11(1): 74–90.
60.
MagniniVPCrottsJCZehrerA (2011) Understanding customer delight: An application of travel blog analysis. Journal of Travel Research50(5): 535–545.
61.
ManoHOliverRL (1993) Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling and satisfaction. Journal of Consumer Research20(3): 451–466.
62.
MathwickCMalhotraNRigdonE (2001) Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing77(1): 39–56.
63.
MaubissonL (2012) L’immersion du consommateur dans une expérience de shopping. In: Actes du 28ème congrès international de l’Association Française du Marketing, Brest (CD-ROM).
64.
MehrabianARussellJA (1974) An Approach to Environmental Psychology. Cambridge, MA: The MIT Press.
65.
MukhopadhyayM (2005) Total Quality Management in Education. New Delhi, India: SAGE.
66.
OliverRL (1997) Consumer satisfaction: a behavioural perspective on the consumer. New York: Mac Graw-Hill.
67.
OliverRL (1999) Value as excellence in the consumption experience. In: Holbrook M (coord.)Consumer Value: A Framework for Analysis and Research (Routledge Interpretive Market Research Series). London and New York: Routledge, pp. 43–62.
68.
OliverRLRustRTVarkiS (1997) Customer delight: Foundations, findings, and managerial insight. Journal of Retailing73(3): 311–336.
69.
PineBJGilmoreJH (1998) Welcome to the experience economy. Harvard Business Review76(4): 97–105.
70.
PlutchikR (1980) Emotion: A Psycho-Evolutionary Synthesis. New York: Harper & Row.
71.
PlutchikRKellermanH (1974) Manual for the Emotions Profile Index. Los Angeles, CA: Western Psychological Services.
72.
RémyE (2007) Organisation et souffrance chez les hommes qui font les courses! Une approche à partir de la notion d’expérience de consommation ordinaire. In: 12èmes journées de recherche en marketing de Bourgogne, Dijon, pp. 59–71.
73.
RichinsML (1997) Measuring emotions in the consumption experience. Journal of Consumer Research24(2): 127–146.
74.
RitzerG (2005) Enchanting a Disenchanted World: Revolutionizing the Means of Consumption. Thousand Oaks, CA: Pine Forge Press.
75.
RoedererC (2012) A contribution to conceptualizing the consumption experience: Emergence of the dimensions of an experience through life narratives. Recherche et Applications en Marketing27(3): 81–96.
76.
RustRTOliverRL (2000) Should we delight the customer?Journal of the Academy of Marketing Science28(1): 86–94.
77.
RuthJABrunelFFOtnesCC (2002) Linking thoughts to feelings: Investigating cognitive appraisals and consumption emotions in a mixed-emotions context. Journal of the Academy of Marketing Science30(1): 44–58.
78.
Sanchez-FernandezRIniesta-BonilloAMHolbrookMB (2009) The conceptualization and measurement of customer value in services. International Journal of Marketing Research15(1): 93–113.
79.
SandsSOppewalHBeverlandM (2009) The effects of in-store themed events on consumer store choice decisions. Journal of Retailing and Consumer Services16(5): 386–395.
80.
SchmittB (1999) Experiential marketing. Journal of Marketing Management15(1–3): 53–67.
81.
ShawGBaileyAWilliamsA (2011) Aspects of service-dominant logic and its implications for tourism management: Examples from the hotel industry. Tourism Management32(2): 207–214.
82.
St-JamesYTaylorS (2004) Delight-as-magic: Refining the conceptual domain of customer delight. Advances in Consumer Research31: 753–758.
83.
SweeneyJCSoutarGN (2001) Consumer perceived value: The development of a multiple item scale. Journal of Retailing77(2): 203–220.
TorresENKlineS (2006) From satisfaction to delight: A model for the hotel industry. International Journal of Contemporary Hospitality Management18(4): 290–301.
86.
TsaurSYenCHsiaoS (2013) Transcendent experience, flow and happiness for mountain climbers. International Journal of Tourism Research15(4): 360–374.
87.
VanhammeJ (2002) La satisfaction des consumers spécifique à une transaction: définition, antécédents, mesures et modes. Recherche et Applications en Marketing17(2): 55–85.
88.
VanhammeJ (2008) La relation surprise-ravissement revisitée à l’aune du marketing expérientiel. Recherche et Applications en Marketing23(3): 115–141.
89.
VilaresMJAlmeidaMHCoelhoPS (2010) Comparison of likelihood and PLS estimators for structural equation modeling: A simulation with customer satisfaction data. In: Esposito VinziVChinWWHenselerJ. (coord.) Handbook of Partial Least Squares (Springer Handbooks of Computational Statistics). New York: Springer, pp. 289–305.
90.
WalshGShiuEHassanLM (2014) Replicating, validating, and reducing the length of the consumer perceived value scale. Journal of Business Research67(3): 260–267.
91.
WirtzJBatesonJE (1999) Consumer satisfaction with services: Integrating the environment perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research44(1): 55–66.
92.
WirtzJMattilaASTanRL (2000) The moderating role of target-arousal on the impact of affect on satisfaction – An examination in the context of service experiences. Journal of Retailing76(3): 347–365.
93.
YauOHMKwongKK (2007) Searching for differences between delighted and satisfied customers: A structural equation model approach. In: 13ème Asia Pacific management conference, Melbourne, Australia, pp. 905–911.
94.
YiYHoseongJ (2003) Effects of loyalty programs on value perception, program loyalty and brand loyalty. Journal of the Academy of Marketing Science31(3): 229–240.
95.
YoonYSLeeJSLeeCK (2010) Measuring festival quality and value affecting visitors’ satisfaction and loyalty using a structural approach. International Journal of Hospitality Management29(2): 335–342.
96.
ZhaoXLynchJGJrChenQ (2011) Reconsidérer Baron et Kenny: mythes et vérités à propos de l’analyse de médiation. Recherche et Applications en Marketing26(1): 81–95. [original publication: ZhaoXLynchJGJrChenQ (2011) Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis. Journal of Consumer Research37: 197–206.]
