Synchronous technology-mediated service experience: conceptualization, scale development, and validation
定义了同步技术中介服务，开发了21题项量表测量消费者体验，识别出四个关键维度，并验证体验通过心理所有权影响重购和推荐意愿。
• Defines synchronous technology-mediated services as a novel form of virtual service delivery. • Develops a 21-item measurement scale to evaluate consumer experience in synchronous technology-mediated services. • Identifies four key dimensions that constitute synchronous technology-mediated service experience. • Validates that experience drives intent to repurchase and recommend, mediated by psychological ownership. Synchronous technology-mediated services, such as Airbnb Online Experiences and Amazon Explore, represent a novel form of virtual services facilitated by synchronous technology and local service providers. The emergence of this virtual service not only challenges conventional physical services but also reshapes the landscape of virtual experiences. However, existing scholarly discourse provides limited insights into consumer experiences in this context. Consequently, this research aims to conceptualize, develop, and validate a measurement instrument for consumer experience in synchronous technology-mediated tourism services. Results from three empirical studies resulted in the development of a 21-item consumer experience scale consisting of four dimensions: immersive spatial telepresence, responsive provider engagement, experiential learning enhancement, and virtual co-experience. Additionally, consumer experience measured with this new scale positively impacts consumers’ psychological ownership, repurchase intentions, and recommendation intentions. These findings offer valuable insights for service providers and platforms in enhancing consumer experience and optimizing engagement in synchronous technology-mediated services.