This study is to examine how different timing of free gifts (pre-informed vs. surprise) under different consumption occasions (ordinary vs. special) independently and/or together affect consumers’ affective (overall utility) and attitudinal (satisfaction) evaluations of dining service experiences. According to utility theory (Kahneman, Wakker & Sarin, 1997), an individual’s final choice is determined by his/her evaluation of utility which refers to the experience of feelings and emotions in response to a service. Anticipated utility occurs before a purchase or an actual event; experienced utility occurs during the event. In examining the customers’ dining experiences in conjunction with free gift timing and a consumption occasion, this study focuses on anticipated and experienced utility. Two hypotheses are proposed: H1. Consumption occasions moderate the effect of timing of free gift offer on overall utility and satisfaction with the service experience in a restaurant dining environment. Specifically, on a special (vs. ordinary) consumption occasion, surprise (vs. pre-informed) free gifts increase consumer’s overall utility about and satisfaction with restaurant service experience. H2. Overall utility mediates the interactive effects of free gifts and consumption occasions on satisfaction with restaurant service. Data were gathered using a web-based experiment with a 2(free gift: surprise vs. pre-informed) x 2 (consumption occasion: special vs. ordinary) between-subject design. As a result, both H1 and H2 are supported. Participants dining at a restaurant for a special occasion had higher overall utility about their restaurant service experience when they received free gifts as a surprise as opposed to pre-informed gifts. On the other hand, participants who dined on ordinary occasions perceived an overall utility of the restaurant service to a greater extent when they received pre-informed free gifts than surprising gifts. The results indicated that it is important to consider the strategic timing of complimentary gifts to enhance customer experiences. Moreover, this study found that overall utility mediates the effect of free gifts on satisfaction only under special consumption occasions. In special occasions, participants who receive free gifts elicit affective emotions and then, they are satisfied with the restaurant service, but participants under ordinary occasions are directly satisfied with the service through free gifts.

Many fashion brands have established brand pages or accounts in social media platforms as a vehicle to promoting brand and managing customer relationship. Customers’ interaction in social media with other customers and brand page maintainers could attract their attention of the brand and inform their purchase decision. Despite the significance of the interaction in social media, there has limited attention on the social media using experience specified in fashion brand area. Drawing on theories and concepts from diverse areas including social media marketing, consumer psychology, and fashion brand management, this study propose four dimensional of social media using experience to understand how the experience with fashion brand page could enhance customers’ fashion consciousness and status consumption behavior. Data collected from customers who following main fashion brand pages in Instagram and used to test the hypotheses. Implications for research on social media marketing of fashion brand are discussed.

Information technologies enable new business models to move the idea from traditional services away towards collaborative offerings allowing customers to become active participants in service delivery. Consequently, the capabilities of other customers are chiefly responsible in creating customer experience. Thus, existing customer experience quality models are extended to address today’s market developments.

The purpose of this study was to observe the influence adolescents’ environmental experience and environmental consciousness have on the pro-environmental consumption behavior. Also by examining the variable relation, the study scoped out the effectiveness of environmental experience. For the analysis, high school students in Korea were gathered from online and the correlation analysis, multiple regression analysis, and Baron and Kenny mediation analysis were conducted among a total of 521 surveys. The main findings are as follows: First, adolescents’ environmental experience, environmental consciousness and pro-environmental consumption behavior showed a positive relationship. In other words, the more the experience, the more sense of responsibility adolescents had towards the environment and society, leading them to have pro-environmental consumption behavior. Second, environmental experience and environmental consciousness were proven to be essential factors that have influence on the adolescents’ pro-environmental consumption behavior. Third, partial mediating effect of environmental consciousness was verified in accordance with the relationship between environmental experience and pro-environmental consumption behaviour. The findings suggest the importance of adolescents' environmental consciousness and improvement of pro-environmental consumption behavior by having students gain environmental experience.