Experience quality, satisfaction, perceived value behavioral intentions in an event context

Abstract

Quality is central to understand consumer behavior. In an event context Andersson, Armbrecht & Lundberg (2015) found that production quality and service quality determine satisfaction which determines the use value of event experiences and consumer expenditures at an event. Otto & Ritchie (1996) advocate a consumer perspective and propose that quality of a service and quality of an experience must be evaluated to understand the true nature of satisfaction. Researchers have engaged in developing scales for measuring these concepts during the last decade. Particularly the affective responses to experiences has been in focus to provide the experience and event industry with a deeper insight into aspects which might result in consumer immersion (Mihaly Csikszentmihalyi, 2014), arousal (Bigné et al., 2005; Holbrook & Hirschman, 1982) and extraordinary experiences (Abrahams, 1986; Arnould & Price, 1993). Few studies have however combined measures of affective and functional aspects into larger measurement models to predict satisfaction, value, intentions and behavior. This study measures affective and hedonic aspects of event experiences and to what extent they explain consumer value. Results indicate that affective and functional aspects are important. An interesting difference is that affective aspects are more likely to influence consumer satisfaction while functional aspects predict intentional behavior such as the likeliness to recommend the event to friends and family. Session: Advances in Event Management Research