Experiencescape-Driven Revisit Intentions: Understanding Generation Z Preferences in Casino Integrated Resorts

As casino integrated resorts evolve beyond traditional gaming-centric models, understanding how multidimensional experiencescape attracts Generation Z becomes crucial for industry sustainability. This study investigates how experiencescape dimensions drive revisit intentions among Generation Z customers in integrated resorts, utilizing cognitive appraisal theory as theoretical foundation. A total of 500 questionnaires were distributed to Gen Z customers (born 1995–2009) who had visited Macau integrated resorts within six months, yielding 470 valid responses. The research employed a dual-analytical approach using Structural Equation Modeling (SEM) and fuzzy-set Qualitative Comparative Analysis (fsQCA) to examine both linear relationships and configurational pathways. Results demonstrate that experiencescape significantly influences perceived coolness, memorable customer experience, and affective emotion, ultimately driving revisit intentions. The six experiencescape dimensions – hospitality, natural elements, cultural proximity, social interaction, multisensory elements, and amenity – all contribute significantly to Gen Z preferences, with hospitality showing the strongest impact. fsQCA analysis revealed five distinct configurational pathways leading to high revisit intentions, identifying hospitality, social interaction, multisensory elements, and amenity as core conditions. These findings provide valuable insights for casino integrated resort operators seeking to develop experiencescape-driven strategies that resonate with Generation Z preferences and foster long-term customer loyalty.