Identifying the Dimensions of the Experience Construct

Abstract

SUMMARY This article proposes a holistic, three phase model structured to incorporate the major components of the Experience construct. While speculation about what constitutes an experience abound, the complex relationship among value, service quality, satisfaction, and experience is in its infancy. Before this relationship can be fully examined, dimensions of these four critical components need to be incorporated into a unified, holistic model that includes the three primary constructs of Service Quality, Value, and Satisfaction. This article focuses on the first challenge by developing a model and offering some propositions to encourage future research about the experience construct in hospitality.