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Purpose The marketing literature uses five different experience terms that are supposed to represent different streams of research. Many papers do not provide a definition, most of the used definitions are unclear, the different experience terms have similar dimensionality and are regularly used interchangeably or have the same meaning. In addition, the existing definitions are not adequately informed from other disciplines that have engaged with experience. This paper aims to build a comprehensive conceptual framework of experience in marketing informed by related disciplines aiming to provide a more holistic definition of the term. Design/methodology/approach This research follows previously established procedures by conducting a systematic literature review of experience. From the approximately 5,000 sources identified in three disciplines, 267 sources were selected, marketing (148), philosophy (90) and psychology (29). To address definitional issues the analysis focused on enlightening four premises. Findings This paper posits that the term brand experience can be used in all marketing-related experiences and proposes four premises that may resolve the vagaries associated with the term’s conceptualization. The four premises address the what, who, how and when of brand experience and aim to rectify conceptual issues. Brand experience is introduced as a multi-level phenomenon. Research limitations/implications The suggested singular term, brand experience, captures all experiences in marketing. The identified additional elements of brand experience, such as the levels of experience and the revision of emotions within brand experience as a continuum, tempered by repetition, should be considered in future research. Practical implications The multi-level conceptualization may provide a greater scope for dynamic approaches to brand experience design thus providing greater opportunities for managers to create sustainable competitive advantages and differentiation from competitors. Originality/value This paper completes a systematic literature review of brand experience across marketing, philosophy and psychology which delineates and enlightens the conceptualization of brand experience and presents brand experience in a multi-level conceptualization, opening the possibility for further theoretical, methodological and interdisciplinary promise.

There is very little work on the role of positive or benevolent childhood experiences and how such events might offer protection from the insidious effects of adverse experiences in childhood or later in life. We set out to test, using latent variable modelling, whether adverse and benevolent childhood experiences could be best described as a single continuum or two correlated constructs. We also modelled the relationship between adverse and benevolent childhood experiences and ICD-11 PTSD and Complex PTSD (CPTSD) symptoms and explored if these associations were indirect via psychological trauma. Data were collected from a trauma-exposed sample (N = 275) attending a specialist trauma care centre in the UK. Participants completed measures of childhood adverse and benevolent experiences, traumatic exposure, and PTSD and CPTSD symptoms. Findings suggested that adverse childhood experiences operate only indirectly on PTSD and CPTSD symptoms through lifetime trauma exposure, and with a stronger effect for PTSD. Benevolent childhood experiences directly predicted only CPTSD symptoms. Benevolent and traumatic experiences seem to form unique associations with PTSD and CPTSD symptoms. Future research is needed to explore how benevolent experiences can be integrated within existing psychological interventions to maximise recovery from traumatic stress.

Understanding the nature of, and how to design, structured experiences has become an increasingly salient topic for academics and professionals over the past two decades. Despite the rise in interest in experiences, the related academic literature is fragmented and often atheoretical. To address this situation, this article presents a framework of experiences-including construct definitions and propositions-to help guide the research and design experiences. The framework considers the realm of all possible experiences from subconscious to conscious and subdivides conscious experiences into ordinary and extraordinary dimensions. The framework further classifies extraordinary experiences as memorable, meaningful, and transformational. The distinction between the classes of extraordinary experiences are based on key characteristics of emotion, discovery, and change.

Understanding and effectively addressing the five key customer experience dimensions - sense, think, feel, act, and relate - is crucial for businesses to deliver exceptional experiences that drive customer satisfaction, loyalty, and long-term success. In parallel, adding to the scope of customer experience research, experiential marketing concepts and experience dimensions (sense experience, think experience, feel experience, act experience, and relate experience) are increasingly gaining momentum and attraction. However, regardless of the existing understanding in these areas, limited information and ideas are known concerning the effect of these experience dimensions on customer value, including functional value, economic value, and social value, as investigated in this paper. A model and associated set of prepositions that details the experience dimensions and their effects on customer value was developed to address these issues. A total of 415 respondents were selected from ten regions using stratified and convenient sampling to complete the survey. The study adopted a positivistic paradigm followed by a quantitative research approach. The collected data was analysed using structural equation modelling with Amos software. The empirical results reveal that the experience dimensions have a strong positive influence and relationship with customer value. This paper concludes by outlining key recommendations and managerial implications from the study results

The Japanese Ministry of Agriculture, Forestry, and Fisheries proposed to educate more people in food production as one of the objectives of the Basic Plan for Food and Nutrition Education Promotion. This cross-sectional study aims to elucidate the relationship between food production experience (agricultural, forestry, and fishery experiences) and the behavior, attitude, and knowledge of dietary recommendations among Japanese adults. This study was conducted using data obtained from the “Survey on Dietary Habits and Agriculture, Forestry, and Fishery Experiences (2019)”. This survey was conducted by mailing paper questionnaires to respondents aged 20–69 years living in 17 regions across Japan. The independent variable was food production experience. The dependent variables were each of the 13 goals of the dietary guidelines in Japan, the total score for adherence to the 13 items (low scores indicate good adherence), adherence to a Japanese-style diet, and four items on the attitude and knowledge of dietary recommendations. I also examined the association between the point in life the food production experience occurred and the above outcomes. The data obtained from 3461 participants aged 20 to 69 years were used for multivariate logistic and linear regression analyses. Food production experience was positively associated with an improved behavior, attitude, and knowledge of dietary recommendations among adults in Japan. The study found a strong relationship with food production experiences in adulthood.

Psychotic experiences (PE) are common in the general population, in particular in childhood, adolescence and young adulthood. PE have been shown to be associated with an increased risk for later psychotic disorders, mental disorders, and poorer functioning. Recent findings have highlighted the relevance of PE to many fields of healthcare, including treatment response in clinical services for anxiety & depression treatment, healthcare costs and service use. Despite PE relevance to many areas of mental health, and healthcare research, there remains a gap of information between PE researchers and experts in other fields. With this review, we aim to bridge this gap by providing a broad overview of the current state of PE research, and future directions. This narrative review aims to provide an broad overview of the literature on psychotic experiences, under the following headings: (1) Definition and Measurement of PE; (2) Risk Factors for PE; (3) PE and Health; (4) PE and Psychosocial Functioning; (5) Interventions for PE, (6) Future Directions.

PurposeAlthough the short-video-based application TikTok and its AI-enhanced technology have achieved enormous success and reshaped the user experience, few studies have focused on the user experience in the TikTok context. This study adopts a technology affordance theory lens to identify the main mechanisms contributing to the user experience in the short-video platform context while including user experience level and video length as moderating effects.Design/methodology/approachThis study collected 401 valid questionnaires from TikTok users and used the structural equation modeling approach to examine the proposed research model.FindingsThree technology affordances (perceived effortlessness, perceived recommendation accuracy, and perceived recommendation serendipity) contribute to TikTok users' optimal flow experience. Multi-group analysis results further indicate that individuals react differently to the same stimuli as their experience level increases. Finally, video length critically influences the impact of technology affordances on users' cognitive responses.Originality/valueAs a burgeoning industry, the mechanisms enabling short-video platforms to engage users remain unclear to practitioners and researchers. Thus, this study's technology affordance lens provides necessary insights into how TikTok's innovative and advanced technologies contribute to user flow experience from a context-dependent perspective. Furthermore, given that most existing studies have neglected possible variations in user preferences when investigating the effects of technology, this study enriches the existing literature by employing user experience level and video length as moderators.

PurposeThe purpose of this study is to expand the experience economy model and to determine if this model provides a better understanding of the process of growing intention to continue using religious cultural heritage content delivered digitally and intention to visit religious cultural heritage sites. In particular, it examines the influence of spiritual experience on the evaluation of religious cultural heritage content, comparing delivery via virtual reality (VR) to a web-based experience.Design/methodology/approachIn this study, a representative religious cultural heritage destination, Jerusalem, was chosen as an example for the application. Participants (n = 292) were randomly divided into two groups, one group using the web and the other group experiencing VR. After experiencing the destination virtually, participants completed a survey, the results of which were analyzed using path analysis and multi-group analysis.FindingsThe results suggest that spiritual experience mediates the four elements of Pine and Gilmore (1998) experience economy model and the intention to continue engaging with the content virtually. Intellectual awareness of religious cultural heritage strengthens the spiritual experience, which mediates educational and aesthetic experiences and the successful use of VR and the web. Additionally, for participants experiencing VR, the influence of spiritual experience on the intention to continue using the virtual media to consume content related to religious cultural heritage sites and to visit actual religious heritage sites was stronger than for participants using the web.Originality/valueThis study based on an expanded experience economy model explores the use of digital technologies for the enhancement of spiritual experience. Comparison of web-based and VR content delivery provides important implications for destination marketers in terms of promoting destinations online and encouraging intention to visit actual sites in the future.

Tourist experience (TX) has been covered by many studies. However, a consensus on the topic still needs to be reached in terms of its dimensions, factors, evaluation methods, and evaluation models. Moreover, the COVID-19 pandemic severely affected the tourism sector, and the post-pandemic era could bring about new challenges and opportunities, such as the growing awareness of the need for greener, more sustainable, and more balanced tourism. In this study, we consider TX a particular case of customer experience (CX) and an extension of the user experience (UX) concept. We conducted a systematic literature review addressing the concept of TX and reviewing articles published from 2012 to April 2023, indexed in two significant and relevant databases (Web of Sciences and Science Direct). We addressed research questions concerning (1) TX definition; (2) TX dimensions, attributes, and factors; (3) methods used to evaluate TX; and (4) the post-pandemic TX. We selected and thoroughly analyzed 167 articles. We analyze the TX concept, models, evaluation, and the post-pandemic context. We propose a holistic definition of TX and recommend ways to achieve its better analysis. Lessons learned during the COVID-19 pandemic may be helpful when dealing with future challenges and crises.

Purpose – The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers' online buying behavior, most of the research focuses solely on the controllable factors of the online experience. This paper seeks to address these issues. Design/methodology/approach – Using the means-end approach in 62 semi-structured interviews with a representative sample from three countries, and a new tool to elicit behavioral aggregation, the emerging consensus technique (ECT), the author conceptualizes online customer service experience (OCSE). Findings – The study identifies functionality and psychological factors as the two main dimensions of online customer service experience. Functionality encompasses the technical attributes of the web vendor, namely the sub-dimensions usability, product presence, communication, social presence, and interactivity. Psychological factors consist of the attitudinal based sub-dimensions context familiarity, trust, and value for money. The conceptual model extends and expands existing literature on online customer service experience models. In particular, the study identifies that the individual importance of the online customer service experience dimensions differ depending on which stage of the experience, namely prior to, during, or after the transaction the customer is in. Moreover, the study reveals the presence of one previously unexplored key component of the online customer service experience: social presence. Originality/value – Based on its empirical findings, this article proposes a dynamic conceptual framework of online customer service experience, which incorporates the individual dimensions of the online experience according to the stage of the customer journey. Using and validating a new tool of extracting elicit behavioral aggregation, the ECT, the study conceptualizes the online customer service experience, exploring previously unexplored key dimensions of OCSE. The model highlights the dynamic nature of OCSE by exploring the relative importance of each identified dimension in relation to the stage of the interaction, i.e. before, during, or after the transaction/purchase, between the customer and the service provider.