An exploration of customer experience in resort hotels and its empirical enlightenment

Abstract

Based on the analysis of relevant literature studies on customer experience and consumers’ behavior,the paper develops a theoretical model of customer experience by applying the theory and method of structural equation model in an attempt to explore the expression of customer experience in resort hotels,driving factors and the consequence of the impact.The study results indicate that the relationship of different variables in the model fully accords with the hypothesis.This study not only fills the gap in the study of customer experience,but also offers the new concept of experience management in resort hotels.