Emotional, cognitive and behavioural repercussions of hotel guests' experiences

Q1 Business, Management and Accounting
Gustavo Quiroga Souki, Alessandro Silva de Oliveira, Marco Túlio Correa Barcelos, Maria Manuela Martins Guerreiro, Júlio da Costa Mendes, Luiz Rodrigo Cunha Moura
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引用次数: 0

Abstract

Purpose Hotels offer high-quality guest experiences to positively impact their emotions, satisfaction, perceived value, word-of-mouth (WOM) and electronic word-of-mouth (eWOM). This study aims to investigate the impacts of the quality perceived by hotel guests on their positive emotions, negative emotions, perceived value and satisfaction; verify the impacts of the price on perceived value and satisfaction; examine the impacts of satisfaction on WOM and eWOM; and test the moderating effect of hotel guests’ behavioural engagement on social networking sites (HGBE-SNS) on the relationship between satisfaction and eWOM. Design/methodology/approach This survey included 371 guests who assessed their experiences at three Brazilian hotels. Structural equation modelling tested the hypothetical model supported by the stimulus-organism-response (S-O-R) theory (Mehrabian and Russell, 1974). Findings The quality perceived by hotel guests (stimulus) positively impacts perceived value, positive emotions and satisfaction and negatively affects negative emotions (organism). Price (stimulus) negatively impacts perceived value but does not affect satisfaction. Perceived value positively impacts satisfaction. Satisfaction positively impacts WOM and eWOM (responses). The HGBE-SNS moderates the relationship between satisfaction and eWOM. Originality/value To the best of the authors’ knowledge, this study is the first that simultaneously demonstrates the relationships between perceived quality, price, perceived value, positive and negative emotions, satisfaction, WOM, eWOM and HGBE-SNS. Hotels must offer their guests high-quality services to positively impact’ perceived value, positive emotions, satisfaction and WOM. Low prices boost the perceived value but do not directly increase guest satisfaction. Satisfied hotel guests share their experiences via WOM, but high HGBE-SNS is crucial to boost eWOM.
酒店客人体验对情感、认知和行为的影响
目的 酒店提供高质量的住客体验,对住客的情绪、满意度、感知价值、口碑(WOM)和电子口碑(eWOM)产生积极影响。本研究旨在调查酒店客人感知到的质量对其积极情绪、消极情绪、感知价值和满意度的影响;验证价格对感知价值和满意度的影响;考察满意度对 WOM 和电子口碑的影响;检验酒店客人在社交网站上的行为参与(HGBE-SNS)对满意度和电子口碑之间关系的调节作用。 设计/方法/途径 本次调查包括 371 位客人,他们对自己在巴西三家酒店的入住体验进行了评估。结构方程模型检验了由刺激-组织-反应(S-O-R)理论(Mehrabian 和 Russell,1974 年)支持的假设模型。 研究结果 酒店客人感知到的质量(刺激)对感知价值、积极情绪和满意度产生积极影响,而对消极情绪(有机体)产生消极影响。价格(刺激因素)对感知价值有负面影响,但不影响满意度。感知价值对满意度有积极影响。满意度对 WOM 和 eWOM(反应)产生积极影响。HGBE-SNS 可调节满意度与网络口碑之间的关系。 原创性/价值 据作者所知,本研究是首次同时展示感知质量、价格、感知价值、积极和消极情绪、满意度、WOM、eWOM 和 HGBE-SNS 之间关系的研究。酒店必须为客人提供高质量的服务,才能对客人的感知价值、积极情绪、满意度和 WOM 产生积极影响。低价会提升感知价值,但不会直接提高客人满意度。满意的酒店客人会通过 WOM 分享他们的体验,但高 HGBE-SNS 对提升 eWOM 至关重要。
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来源期刊
Spanish Journal of Marketing - ESIC
Spanish Journal of Marketing - ESIC Business, Management and Accounting-Marketing
CiteScore
9.10
自引率
0.00%
发文量
21
审稿时长
12 weeks
期刊介绍: Expected manuscript profile: SJM-ESIC is especially interested in submissions that include unique and novel contributions on the frontier of knowledge, focused on emerging areas relevant to academic research in marketing or even opening new research niches. New methodologies and techniques are particularly appreciated. SJM-ESIC welcomes a wide array of original contributions (quantitative or qualitative empirical analysis, critical literature reviews, meta-analysis, theoretical papers, agenda for future research, etc.), as well as research that cross the frontiers between marketing and other related areas. Submitted manuscripts can be focused on Spanish, Latin-American, but also any other relevant market. Agenda for Future Research: Considering the interest of the SJM-ESIC for unique and novel contributions on the frontier of knowledge, this section aims to create a space for critical reflection of new directions in which future specialized research in the marketing field should advance. The Agenda for Future Research section welcomes contributions outlining emerging opportunities in the marketing discipline derived, for example, from changes in consumers'' behaviour. New challenges in this evolving field might be also addressed. In sum, this section aims to propose new research avenues for marketing academics in order to inspire future research agendas. Leading researchers in the marketing discipline, either alone or in collaboration, are highly encouraged to contribute to this Agenda for Future Research section. Due to the particularities of this type of contributions, no restrictions on manuscript structure apply.
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