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The Influence of Mixed Reality on Satisfaction and Brand Loyalty in Cultural Heritage Attractions: A Brand Equity Perspective

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  • Sujin Bae

    (School of Management, Kyung Hee University, Seoul 02447, Korea)

  • Timothy Hyungsoo Jung

    (Faculty of Business and Law, Manchester Metropolitan University, Manchester M15 6BG, UK)

  • Natasha Moorhouse

    (Faculty of Business and Law, Manchester Metropolitan University, Manchester M15 6BG, UK)

  • Minjeong Suh

    (Graduate school of international tourism, Hanyang University, 222, Wangsimni-ro, Seongdong-gu, Seoul 04763, Korea)

  • Ohbyung Kwon

    (School of Management, Kyung Hee University, Kyung Hee Dae Ro 26, Dong Dae Mun Gu, Seoul 02447, Korea)

Abstract

Mixed reality technology is being increasingly used in cultural heritage attractions to enhance visitors’ experiences. However, how the characteristics of mixed reality affect satisfaction and brand loyalty has not been explored in previous research. The purpose of this study is to identify factors affecting satisfaction with mixed reality experiences at cultural and artistic visitor attractions and their influence on brand loyalty, which is connected with management performance. We propose a theoretical model based on brand equity theory in the context of mixed reality experience. Survey data were gathered from 251 respondents visiting a cultural and artistic visitor attraction in Seoul, Korea, using a stratified sampling method. Partial least squares structural equation modeling (PLS-SEM) was employed for the data analysis. The results suggest that the characteristics of mixed reality (interactivity, vividness) not only influence the affective aspects (perceived immersion, perceived enjoyment) of visitors’ experiences, but also positively affect brand awareness, brand association, and brand loyalty.

Suggested Citation

  • Sujin Bae & Timothy Hyungsoo Jung & Natasha Moorhouse & Minjeong Suh & Ohbyung Kwon, 2020. "The Influence of Mixed Reality on Satisfaction and Brand Loyalty in Cultural Heritage Attractions: A Brand Equity Perspective," Sustainability, MDPI, vol. 12(7), pages 1-22, April.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:7:p:2956-:d:342659
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    1. Václav Kupec & Michal Lukáč & Peter Štarchoň & Gabriela Pajtinková Bartáková, 2020. "Audit of Museum Marketing Communication in the Modern Management Context," IJFS, MDPI, vol. 8(3), pages 1-13, July.
    2. Joana Gonçalves & Ricardo Mateus & José Dinis Silvestre & Ana Pereira Roders, 2020. "Going beyond Good Intentions for the Sustainable Conservation of Built Heritage: A Systematic Literature Review," Sustainability, MDPI, vol. 12(22), pages 1-28, November.
    3. Chunyu Jiang & Seuk Wai Phoong, 2023. "A ten-year review analysis of the impact of digitization on tourism development (2012–2022)," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-16, December.
    4. Seokho Han & Ji-Hwan Yoon & Jookyung Kwon, 2021. "Impact of Experiential Value of Augmented Reality: The Context of Heritage Tourism," Sustainability, MDPI, vol. 13(8), pages 1-13, April.
    5. Mariana Borcoman & Daniela Sorea, 2023. "Ethnic Soups from Rupea Area (Romania) as Resources for Sustainable Local Development," Sustainability, MDPI, vol. 15(2), pages 1-21, January.
    6. Eunkyung Lee & Ji-Hern Kim & Chang Seop Rhee, 2021. "Effects of Marketing Decisions on Brand Equity and Franchise Performance," Sustainability, MDPI, vol. 13(6), pages 1-15, March.
    7. Timothy Jung & M. Claudia tom Dieck & Hyunae Lee & Namho Chung, 2020. "Relationships among Beliefs, Attitudes, Time Resources, Subjective Norms, and Intentions to Use Wearable Augmented Reality in Art Galleries," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    8. Izzo, Filomena & Camminatiello, Ida & Sasso, Pasquale & Solima, Ludovico & Lombardo, Rosaria, 2023. "Creating customer, museum and social value through digital technologies: Evidence from the MANN Assiri project," Socio-Economic Planning Sciences, Elsevier, vol. 85(C).
    9. Xue-Liang Pei & Jia-Ning Guo & Tung-Ju Wu & Wen-Xin Zhou & Shang-Pao Yeh, 2020. "Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations," Sustainability, MDPI, vol. 12(18), pages 1-19, September.
    10. Thi Bich Thuy Nguyen & Thi Bich Ngoc Le & Ngoc Tuan Chau, 2023. "How VR Technological Features Prompt Tourists’ Visiting Intention: An Integrated Approach," Sustainability, MDPI, vol. 15(6), pages 1-20, March.
    11. Mónica Gómez-Suárez & María Jesús Yagüe, 2021. "Making Sense from Experience: How a Sustainable Multi-Sensory Event Spurs Word-of-Mouth Recommendation of a Destination Brand," Sustainability, MDPI, vol. 13(11), pages 1-19, May.
    12. Chao Gu & Tingting Huang & Wei Wei & Chun Yang & Jiangjie Chen & Wei Miao & Shuyuan Lin & Hanchu Sun & Jie Sun, 2023. "The Effect of Using Augmented Reality Technology in Takeaway Food Packaging to Improve Young Consumers’ Negative Evaluations," Agriculture, MDPI, vol. 13(2), pages 1-35, January.
    13. Marques da Silva António José, 2021. "In Quest of a New AR Technology Application to Enhance the Sustainability of Cultural Tourism: The Olive Heritage in Madeira Through the Looking Glass of a ‘Sandbox’ Approach," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 11(1), pages 66-76, December.

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