Raw Data(n=306)

This study examines how customer experiences at distinct stages of the exhibition service process influence experiential value and overall satisfaction. The study utilizes a three-stage service blueprint—preregistration and entry, exhibition participation, and post-exhibition and feedback—to analyze the differential effects of rational, emotional, and relational experiences across sequential touchpoints. The findings indicate that customer experiences exert stage-specific influences on experiential value, underscoring the dynamic nature of experience formation throughout the exhibition journey. The relational experience exerted a negative effect during preregistration and entry, suggesting that interactions perceived as procedural interruptions reduce value. Conversely, emotional and relational experiences exerted a positive influence on experiential value during exhibition participation, underscoring the significance of immersion, interaction, and trust-building in this pivotal stage. In the post-exhibition stage, rational and relational experiences enhanced experiential value, whereas emotional experiences exerted a negative effect, indicating a shift toward evaluative and outcome-oriented judgments after the event. Across all stages, experiential value significantly increased satisfaction, thereby confirming its role as a key determinant of service outcomes. The present study contributes to the field of exhibition research by conceptualizing customer experience as a stage-based, accumulative process and empirically identifying the transformation mechanism through which experiences shape perceived value and satisfaction. From a managerial perspective, the findings underscore the necessity for stage-specific customer experience strategies, encompassing streamlined entry processes, emotionally engaging exhibition environments, and structured postevent communication. This study provides theoretical and practical insights for the development of experience-driven exhibition service designs and the enhancement of visitor-centered exhibition management.