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

Selem, Kareem M.; Σιγάλα, Μαριάννα; Shoukat, Muhammad Haroon; Shehata, Ali Elsayed; Mkheimer, Ibrahim M.

doi:10.1080/19368623.2023.2203182

Cited by 6 publications

(4 citation statements)

References 61 publications

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“…Cognitive appraisal theory (CAT). CAT has been extensively used to explicate the emotional responses of individuals (Elshaer et al, 2022;Selem et al, 2023). According to CAT, the interaction between the customer and the service provider is cognitively evaluated, which drives customers' emotions and influences their behavioral responses (Bagozzi et al, 1999;Lazarus, 1991).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…This approach considers different emotions and the resulting psychological responses when assessing customer interactions (Selem et al, 2023;Shoukat and Ramkissoon, 2022), such as protecting the environment by implementing eco-hotel practices, which leads to various behavioral responses such as positive word-of-mouth (PWOM) intention (Jiang, 2020) and co-creation behaviors (Wu and Gao, 2019). In short, if guests are delighted after appraising an eco-hotel, they are more likely to engage in a co-creation process and return.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Previous studies have demonstrated that customer emotions significantly affect behavioral intentions (Ji and Prentice, 2021;Jiang, 2020;Patsourakou, 2021). Moreover, CD is a critical predictor of guests' behavioral intentions, such as loyalty (Ji and Prentice, 2021), guest retention (Selem et al, 2023) and RI (Ulker-Demirel and Ciftci, 2020). Delighted guests typically provide favorable assessments of service quality and express their intention to return (Hsiao et al, 2023).…”

Section: Research Hypotheses Developmentmentioning

confidence: 99%

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Understanding the implications of value co-creation in eco-hotels: the antecedents and consequences

Esawe,

Esawe

2023

JHTI

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PurposeThis study aims to investigate value co-creation, its antecedents (i.e. customer delight and place identity) and the consequences (i.e. satisfaction and revisit intention) at eco-hotels concerning sustainable practices.Design/methodology/approachPartial least squares structural equation modeling (PLS-SEM) was employed to analyze the data collected from 562 guests surveyed online who had stayed and contributed to sustainable practices through interaction and collaboration with eco-hotels.FindingsThe results revealed that customer delight and place identity are critical antecedents of value co-creation, significantly influencing guests' intention to revisit. Further, value co-creation significantly influences satisfaction and revisits intention. Satisfaction significantly influenced revisit intentions. Moreover, customer delight was the most critical factor affecting value co-creation, followed by the path between value co-creation and satisfaction. Finally, the results confirmed the mediating role of value co-creation and satisfaction.Practical implicationsThis research can support hotel managers in comprehending the motivating factors and outcomes of value co-creation among guests, allowing efficient hotel strategies to be planned and implemented. Managers should prioritize customer delight and place identity to maintain guests' involvement in value co-creation, resulting in satisfaction and a willingness to return.Originality/valueThis study contributes to the literature by tackling the scarcity of research on the significance of value co-creation, its drivers and outcomes at eco-hotels concerning sustainable practices within an emerging market context.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 99%

Section: Research Hypotheses Developmentmentioning

confidence: 99%

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Understanding the implications of value co-creation in eco-hotels: the antecedents and consequences

Esawe,

Esawe

2023

JHTI

View full text Add to dashboard Cite

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“…In a study targeting customers of nostalgic restaurants, Chen et al [41] identified experiential value as an antecedent of restaurant image enhancement. In the context of beach resorts, indoor/outdoor physical evidence has been identified as an important factor strengthening the overall image [51]. Thus, the four dimensions of experiential value (i.e., CROI, service excellence, aesthetics, and playfulness) have been identified as important antecedents of image.…”

Section: Experiential Valuementioning

confidence: 99%

Experiential Value, Overall Image, Revisit Intention, and Willingness to Pay a Premium in the Context of Environmentally Certified Hotel Restaurants: The Moderating Effect of Environmental Consciousness

Ko,

Kang,

Seo

2023

Sustainability

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This study applies experiential value and overall image to identify antecedents of customers’ behavioral intention (revisit intention and willingness to pay a premium) toward environmentally certified hotel restaurants (ECHRs). Data from 391 individuals who responded that they had already visited at least one of three selected ECHRs of five-star hotels in South Korea were analyzed. The results show that playfulness had the greatest positive influence on the overall image of ECHRs, followed by service excellence and consumer return on investment. However, aesthetics had a negative effect on the overall image. Moreover, overall image was found to positively influence revisit intention and willingness to pay a premium. Thus, playfulness, service excellence, and consumer return on investment are important for inducing customers’ revisit intention and willingness to pay a premium in ECHRs. In addition, the moderating roles of environmental consciousness on the associations of overall image with revisit intention and with willingness to pay a premium were confirmed. The research design and results contribute to the literature on eco-friendly restaurants in the hospitality industry. Therefore, the theoretical framework verified in this study can be used as a basis for customer experience research on eco-friendly restaurants in hotels.

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Tourist tales uncovered: navigating satisfaction through psychographics and destination impressions – a systematic literature review

Chavan,

Vhatkar,

Shoukat

et al. 2024

Asia Pacific Journal of Tourism Research

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

Cited by 6 publications

References 61 publications

Understanding the implications of value co-creation in eco-hotels: the antecedents and consequences

Understanding the implications of value co-creation in eco-hotels: the antecedents and consequences

Experiential Value, Overall Image, Revisit Intention, and Willingness to Pay a Premium in the Context of Environmentally Certified Hotel Restaurants: The Moderating Effect of Environmental Consciousness

Tourist tales uncovered: navigating satisfaction through psychographics and destination impressions – a systematic literature review

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