Experiential quality, experiential relationship quality and future experiential intentions in the Macau gaming industry

Purpose - The purpose of this paper is to use the Macau gaming industry as a case study to discuss the multifaceted relationships involving experiential quality, experiential relationship quality and future experiential intentions. Design/methodology/approach - In this study, 566 usable responses were collected from casino gamblers who had gaming experience in one casino of Macau. Findings - According to the study results, the dimensions of experiential quality (hedonics, involvement, surprise, fun, gambler contact and physical environment) had a positive effect on experiential satisfaction, which in turn led to experiential trust. Both experiential trust and experiential satisfaction positively influenced experiential commitment. Moreover, experiential trust, experiential satisfaction and experiential commitment positively affected future experiential intentions. Originality/value - The main contribution of this research is that it has added to the body of knowledge about the interplay between the dimensions of experiential quality, the dimension of experiential relationship quality and future experiential intentions, which can be fruitful for the gaming industry.