A patterns perspective of customers’ brand experiences with robotics in hospitality

Vincent Wing Sun Tung; Serene Wai Tsz Tse

doi:10.1080/10548408.2023.2215268

A patterns perspective of customers’ brand experiences with robotics in hospitality

Vincent Wing Sun Tung
, Serene Wai Tsz Tse

Research output: Journal article publication › Journal article › Academic research › peer-review

22 Citations (Scopus)

Abstract

This study presents a framework that captures the patterns amongst the four different dimensions of customers’ brand experiences with robotics by connecting tourism and hospitality research with the humanities literature on micro-stories. By analyzing narratives on an emerging social platform, the study shows that behavioral and cognitive experiences could elicit affective experiences that act as an interface before sensory experiences. The framework presented in this study provides implications into how the different dimensions of brand experiences could influence the marketing strategies of hotels with robotics.

Original language	English
Pages (from-to)	75-89
Number of pages	15
Journal	Journal of Travel and Tourism Marketing
Volume	40
Issue number	1
DOIs	https://doi.org/10.1080/10548408.2023.2215268
Publication status	Published - May 2023

Keywords

brand experience
customers
marketing
Robotics
stories

ASJC Scopus subject areas

Tourism, Leisure and Hospitality Management
Marketing

More information

10.1080/10548408.2023.2215268

http://hdl.handle.net/10397/99549

Cite this

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abstract = "This study presents a framework that captures the patterns amongst the four different dimensions of customers{\textquoteright} brand experiences with robotics by connecting tourism and hospitality research with the humanities literature on micro-stories. By analyzing narratives on an emerging social platform, the study shows that behavioral and cognitive experiences could elicit affective experiences that act as an interface before sensory experiences. The framework presented in this study provides implications into how the different dimensions of brand experiences could influence the marketing strategies of hotels with robotics.",

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KW - marketing

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KW - stories

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A patterns perspective of customers’ brand experiences with robotics in hospitality

Abstract

Keywords

ASJC Scopus subject areas

More information

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