Emotions, price and quality expectations in hotel services

Borondo, Jorge Pelegrín; Arias-Oliva, Mario; Pascual, Cristina Olarte

doi:10.1177/1356766716651305

Cited by 29 publications

(24 citation statements)

References 109 publications

(163 reference statements)

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“…According to Gonçalves et al (2016), emotional value is defined as the perceived sensation resulting from a service/product that provokes affective states or feelings. Emotional value also influences consumers’ evaluations of tourism products and hospitality (Ha and Jang, 2010; Hyun et al, 2011; Lee et al, 2011a; Pelegrín-Borondo et al, 2017). When customers receive more pleasure from the product/service, they assign a higher emotional value to it (Peng et al, 2014; Petrick, 2002).…”

Section: Theoretical Foundations and Hypotheses Developmentmentioning

confidence: 99%

Food tourism value: Investigating the factors that influence tourists to revisit

Rousta

Jamshidi

2019

Journal of Vacation Marketing

217

128

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Food consumption is an important notion in the hospitality literature. Although its role in gaining visitors’ satisfactory travel experience and in affecting tourists’ experiences of a destination is acknowledged, the impact of travelers’ local food consumption value on tourist behavior remains an underdeveloped topic. This study investigated the effect of tourists’ local food consumption value on their future behaviors by focusing on their destination food image and their attitudes toward local food. The data were collected from 891 tourists in Shiraz, Iran, through a survey-based method using structured questionnaires. Partial least square structural equation modeling was used to test the model proposed. Results indicated that taste/quality value, health value, price value, emotional value, and prestige value left a positive effect on tourist’ attitude toward local food. While destination food image did not influence the intention to visit the destination for food tourism, it positively affected the intention to recommend local food. The observations revealed marketing strategies substantially explored in the study.

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Section: Theoretical Foundations and Hypotheses Developmentmentioning

confidence: 99%

Food tourism value: Investigating the factors that influence tourists to revisit

Rousta

Jamshidi

2019

Journal of Vacation Marketing

217

128

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“…In the field of tourism and retail industry, Chi and Qu found brand image to be related to service loyalty and customer satisfaction [43], indicating that examining the variable together with other variables will contribute to literature and to academics alike [40]. In fact, prior studies have recommended the examination of brand image in relation to customer loyalty [29,[44][45][46].…”

Section: Brand Imagementioning

confidence: 99%

Investigation of Factors Influencing Customer Loyalty in Malaysia and Jordan Hotel Industry

Alsheikh¹,

Halim²,

Ayassrah³

et al. 2018

J Hotel Bus Manage

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This study aims to proffer solutions to customer loyalty challenges at these destinations by proposing and validating customer loyalty model using relationship marketing and social exchange theory. Based on the underpinning theories, this study analyzed the direct and indirect influence of brand image, trust, convenience and emotion on customer loyalty of five star hotels in Malaysia and Jordan. Further, the mediating effect of customer satisfaction on the relationship between exogenous latent variables and endogenous latent variable was investigated. A total of 384 and 371customers respectively of three famous hotels under the management of Starwood were sampled using convenience sampling method for data analysis from Malaysia and Jordan. SPSS version 21.0 software was used for the analysis. However, the empirical results showed partial mediation effects on the relationship between brand image, trust, convenience, emotion and customer loyalty in respect of Malaysian hotel customers. In Jordan hotels, satisfaction does not mediate the relationship between trust and customer loyalty but partially mediate between emotion, brand image, convenience and customer loyalty. In summary, the findings of this study will narrow the perception of the top echelon of these hotels on the actual factors to focus in order to earn loyalty of their valued customers. This study also contributed to frontier of knowledge by integrating the variables of relationship marketing from the perspectives of two developing countries.

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“…There are extensive and continual examples in the literature which directly link quality to customer satisfaction ( Hoekstra et al, 2015 ; Héctor San Martín et al, 2019 ) and which even include service experience attributes among their value scales ( Al Sokkar and Law, 2013 ; Bilgihan et al, 2015 ). However, it has become necessary to include the perspective of the event or service that produces it ( Walls et al, 2011 ; Lourido Gómez and Otero Neira, 2016 ; Olarte-Pascual et al, 2016 ; Pelegrín-Borondo et al, 2017 ), applying a behavioral model to independently study how quality is experienced differently by the customer at different stages during the process: what they expected before experiencing the service ( Basfirinci and Mitra, 2015 ; Kujala et al, 2017 ) and whether their expectations were fulfilled ( Hall, 2012 ; Oliver, 2014 ), or even surpassed, in absolute terms ( Michalco et al, 2015 ; Schmitt et al, 2015 ). The impact of the “wow” effect on customer satisfaction is amply demonstrated in the fourth hypothesis, H4 .…”

Section: Discussionmentioning

confidence: 99%

“…Due to their psychological nature, expectations clearly play an important part in the development of an individual’s emotional attachment to a brand ( Pelegrín-Borondo et al, 2017 ). The analysis and management of expectations therefore offers companies a strategic opportunity during the consumer’s decision-making process ( Gómez Borja, 2014 ), thanks to the creation of channels through which companies can relate to their customers in a technological context ( De Keyser and Lariviere, 2014 ; Wang et al, 2016 ).…”

Section: Theoretical Framework and Hypothesismentioning

confidence: 99%

Customer Experience and Satisfaction in Private Insurance Web Areas

et al. 2020

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Digital transformation has allowed to offer additional services—which complement the main product—both in terms of use, emotional, and relationship terms. Focusing on a traditionally rational insurance customer offering a value that explores the customer’s emotions, from co-creating with the user, allows brand differentiation. Given this idea, this document has three purposes. First is identify the true role of expectations and the perceived quality of the customer’s digital experience. Second is to identify the relationship between customer experience and satisfaction gained in private insurance web areas. Third is to identify the most valued digital attributes by the user. A sample of 4,178 customers registered was analyzed using the partial least-squares technique. The model is highly predictive to customer experience and evidence the important relationship between the WOW effect and satisfaction, as well as the weak but double role that expectations play on insurance digital self-service. The model demonstrates that expectations are only relevant before web consumption, because during the process it is the perceived digital quality, in particular the usefulness, information, and technology, that offers a true customer experience. This article offers high academic value because it more accurately defines the determinants of the digital insurance customer experience and its effect on customer satisfaction in digital services. While expectations influence attitude before service, this research reveals that perceived digital quality is what delivers a true customer experience. Strategically, the implications are immediate in the field of business as it shows the importance of co-creation in digital design, not only because of the significant savings in implementation costs but also because it guarantees a greater experience, essential in the loyalty of its customers. This ensures the sustainable growth of the company.

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Emotions, price and quality expectations in hotel services

Cited by 29 publications

References 109 publications

Food tourism value: Investigating the factors that influence tourists to revisit

Food tourism value: Investigating the factors that influence tourists to revisit

Investigation of Factors Influencing Customer Loyalty in Malaysia and Jordan Hotel Industry

Customer Experience and Satisfaction in Private Insurance Web Areas

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