검색결과

검색조건
좁혀보기
검색필터
결과 내 재검색

간행물

    분야

      발행연도

      -

        검색결과 1

        1.
        2018.07 구독 인증기관·개인회원 무료
        Definitions of customer experience typically relate to memories of an event which stand out amidst noise present in a consumer’s environment. In this study we investigate the effects on memorability when consumers seek to commit their experience to electronic media, either for their own subsequent consumption, or shared consumption with others. We specifically investigate whether the intervention of electronically recorded experience influences subsequent recall of a service experience, and subsequentrecommendation of it to others, compared with a baseline situation of no external recording of an experience. The research is underpinned by models of memory structure and recall (Ericsson & Kintsch, 1995). A longitudinal study is undertaken in the context of an art gallery. Participants recorded behavioural and affective components of their visit over a period of six months. Intensity of use of social media during the experience mediated outcomes of satisfaction and likelihood of recommendation to others. Initial findings indicate differences in participants’ recalled satisfaction, partially mediated by level of social media engagement during their visit.