The Impact of Hotel Service Encounters on Behavioral Outcomes: The Moderating Effect of Hotel Star Rating

被引：0
|
作者：
El-Adly, Mohammed Ismail [1 ,3 ]
Jaleel, Bushra [2 ]
机构：
[1] Abu Dhabi Univ, Coll Business, Mkt, Al Ain, U Arab Emirates
[2] Western Univ, Res Associate, London, ON, Canada
[3] Abu Dhabi Univ, Coll Business, Mkt, Al Ain Campus, Al Ain, U Arab Emirates
来源：
JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM | 2023年
关键词：
Service encounters; atmospherics; perceived value; hotels; satisfaction; loyalty; COMMON METHOD BIAS; CUSTOMER SATISFACTION; PERCEIVED VALUE; PHYSICAL-ENVIRONMENT; VALUE DIMENSIONS; BRAND PRESTIGE; LOYALTY; QUALITY; GUESTS; INTENTION;
D O I：
10.1080/1528008X.2023.2216477
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This study investigates the impact of hotel service encounters on guests' behavioral outcomes in 5 and 4-star hotels. It also examines the mediating effect of perceived value and satisfaction on the relationship between service encounters and guests' loyalty. In addition, it investigates the moderating effect of hotel star ratings on the relationship between the study constructs. The study reveals that hotel service encounters significantly impact perceived value but not satisfaction. The hotel staff rather than the atmospherics is an antecedent of loyalty. At the same time, the perceived value of a hotel is an antecedent of satisfaction and loyalty. Meanwhile, it confirms the mediation of perceived value and satisfaction and a hotel's star rating as a moderator. It finds that the hotel star rating moderates the impact of hotel staff on perceived value, satisfaction, and loyalty as it is more robust for 5-star hotels than for 4-star. The theoretical and managerial implications of these findings have also been discussed.
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页数：28
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