Journal of Tourism & Hospitality
Open Access

Lori J. Sipe

Publications

• Research Article
  Emotional Value in Memorable Guest Experiences: Insights from Dining, Lodging, Events and Attractions
  Author(s): Lori J. SipeLori J. Sipe
  
  A major implication of Pine and Gilmore’s seminal work is that experiences represent a higher level of customer value than services because they are memorable and rich in sensations. Inspiring emotional connections with customers provides enormous opportunity to create value in organizations competing in the memories business. However, defining the specific emotional motivators for a particular industry segment or company presents research challenges, as there is no standard lexicon of emotions. A fuller understanding of specific motivators of emotional value is needed. This study explored guest perceptions of value and emotions in four segments of a hospitality and tourism marketplace. The research employed an exploratory sequential mixed methods approach. In the first phase, participants in an executive education program wrote stories about their own memorable experiences. 135.. View More»
  DOI: 10.4172/2167-0269.1000364

  Abstract PDF

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