Portal de Periódicos da CAPES

How real are virtual experiences?

2019; Emerald Publishing Limited; Volume: 53; Issue: 8 Linguagem: Inglês

10.1108/ejm-10-2017-0776

1758-7123

Amira Trabelsi-Zoghlami, Mourad Touzani,

Consumer Behavior in Brand Consumption and Identification

Purpose This paper aims to explore the virtual experience to understand its components and its effects on consumers’ real world. Design/methodology/approach Our approach relies on a rarely used projective method: “Album-on-Line” (AOL). This technique allows identifying consumers’ representations of their experience. It uses images to immerse participants in a virtual experience and to lead an individual reflection, then a group reflection. Findings Virtual experiences have utilitarian, hedonic, psychological and social dimensions. When immersing in virtual experiences, consumers’ perception and consumption of products and services change. A projection occurs leading to an identification to virtual characters. This projection also leads to a consumption aiming at finding back the excitement and challenge lived during virtual experiences. Research limitations/implications The main limitation of this research relates with the fuzzy distinction between the virtual and the electronic in consumers’ minds and even in the literature. Future work should propose a multidisciplinary definition of the virtual experience, considering its specificities and components. Practical implications This research offers companies a better understanding of consumers’ motivations to live virtual experiences. It may bring insights on how to provide a more customized offering and a more adapted communication. Originality/value Compared to previous work, the present research offers a better understanding of the components of online and offline virtual experiences by considering the virtual in its broadest meaning. The use of the AOL technique enabled a closer look at the specificities of the virtual experience as perceived by consumers. It was also possible to explore the “post-experience” stage by understanding the effect of virtual experiences on consumers’ perceptions and consumptions.