Unperplexing the nexus between physical evidence and guest retention at beach resorts: multiple sequential mediation models

IF 11.9 1区管理学 Q1 BUSINESS

Journal of Hospitality Marketing & Management Pub Date : 2023-04-18 DOI:10.1080/19368623.2023.2203182

Kareem M. Selem, M. Sigala, Muhammad Haroon Shoukat, A. Shehata, Ibrahim M. Mkheimer

引用次数: 5

Abstract

ABSTRACT Although research evidence shows the link between physical evidence and guest retention, we have limited knowledge about why and how this relationship works and is activated. To untangle this association, this paper examines how physical evidence influences three psychological factors (i.e. guest delight, emotional well-being, and overall image), as well as mediating the relationship between indoor and outdoor physical evidence and guest retention. The cognitive appraisal theory and the stimulus-organism-response model were employed in the study model. Data were gathered from 428 guests staying at seven five-star beach resorts in Sharm El-Sheikh. The Smart-PLS findings show that overall resort image, guest delight, and emotional well-being partially and serially mediate between physical evidence and guest retention. The findings offer theoretical and practical contributions to managing the guest experience journey in beach resorts. Graphical abstract

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海滩度假胜地物理证据与客人留存率之间的关系:多重顺序中介模型

摘要尽管研究证据表明物证与留住客人之间存在联系，但我们对这种关系为什么以及如何运作和激活的了解有限。为了解开这种联系，本文研究了物证如何影响三个心理因素（即客人的愉悦感、情绪健康和整体形象），以及室内外物证与客人保留之间的关系。研究模型采用认知评价理论和刺激-机体反应模型。数据来自沙姆沙伊赫七个五星级海滩度假村的428名客人。Smart PLS的研究结果表明，度假胜地的整体形象、客人的愉悦感和情绪健康在物证和客人的忠诚度之间存在部分和连续的中介作用。研究结果为管理海滩度假区的客人体验之旅提供了理论和实践贡献。图形摘要

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来源期刊

Journal of Hospitality Marketing & Management Multiple-

CiteScore

20.90

自引率

6.40%

发文量

期刊介绍： The Journal of Hospitality Marketing & Management serves as a peer-reviewed platform dedicated to advancing understanding, practice, and education in hospitality marketing and management. It strives to foster the development of knowledge and theory by promoting new ideas, models, approaches, and paradigms. Embracing a multifaceted approach that spans administrative disciplines, liberal arts, and social sciences, the journal disseminates knowledge through high-quality, peer-reviewed research papers, reports, and book reviews. It stands as a unique forum for the community of students, academics, and practitioners who share a common interest and commitment to the field of hospitality marketing and management.