Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors

TLDR

Experience design creates emotional connections with guests by carefully planning tangible and intangible service elements, and is increasingly used by competitors to build loyalty. The study investigates how different service elements influence customer loyalty and whether emotional responses mediate this relationship. A theoretical model was developed and empirically tested using a VIP hospitality tent at an internationally renowned touring circus. Results show that while a few design elements directly drive loyalty, most effects are strongly mediated by elicited emotions, guiding managers on where to focus their efforts.

Abstract

ABSTRACT Experience design, an approach to create emotional connection with guests or customers through careful planning of tangible and intangible service elements, has gained popularity in many hospitality and retail businesses. With ever‐increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This article explores the relationship between different service elements designed to create enhanced experience and customer loyalty. In addition, it looks at emotional responses as mediating factors between the physical and relational elements and loyalty behaviors. A model is proposed and tested with a VIP hospitality tent for an internationally renowned touring circus. Results of the study indicate that while a few design elements directly affect loyalty behavior, the relationship between most design elements and loyalty behavior is strongly mediated by eliciting certain types of emotional behavior. This connection has implications for the focus of service managers' efforts in different environments.