Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels

被引：34

作者：

Khalil-ur-Rehman ^{[1
]}

Adnan, Mohammad ^{[2
]}

Ahmad, Naveed ^{[3
,4
]}

Scholz, Miklas ^{[5
,6
,7
,8
]}

Khalique, Muhammad ^{[9
,10
]}

Naveed, Rana Tahir ^{[11
]}

Han, Heesup ^{[12
]}

机构：

[1] Lahore Leads Univ, Leads Business Sch, Lahore 54000, Pakistan

[2] Swiss Business Sch SBS, CH-8302 Kloten, Switzerland

[3] Univ Cent Punjab, Fac Management Studies, Lahore 54000, Pakistan

[4] Virtual Univ Pakistan, Dept Management Sci, Lahore 54000, Pakistan

[5] Lund Univ, Fac Engn, Div Water Resources Engn, Dept Bldg & Environm Technol, POB 118, S-22100 Lund, Sweden

[6] Univ Johannesburg, Dept Civil Engn Sci, Sch Civil Engn & Built Environm, Kingsway Campus,POB 524, ZA-2006 Johannesburg, South Africa

[7] South Ural State Univ Natl Res Univ, Dept Town Planning Engn Networks & Syst, 76 Lenin Prospekt, Chelyabinsk 454080, Russia

[8] Wroclaw Univ Environm & Life Sci, Inst Environm Engn, Ul Norwida 25, PL-50375 Wroclaw, Poland

[9] Mirpur Univ Sci & Technol MUST, Fac MUST Business Sch, Mirpur 10250, Pakistan

[10] Univ Malaysia Kelantan UMK, Fac Entrepreneurship & Business, Taman Bendahara 16100, Pengkalan Chepa, Malaysia

[11] Univ Educ, Dept Econ & Business Adm, Div Management & Adm Sci, Lahore 54000, Pakistan

[12] Sejong Univ, Coll Hospitality & Tourism Management, 98 Gunja Dong, Seoul 143747, South Korea

来源：

INTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTH | 2021年 / 18卷 / 17期

关键词：

sustainable servicescape; perceived image; behavioral intentions; S-O-R model; boutique hotels; SOCIAL SERVICESCAPE; PHYSICAL-ENVIRONMENT; THEME RESTAURANTS; SATISFACTION; QUALITY; HOSPITALITY; EXPERIENCE; LOYALTY; TOURISM; BRAND;

D O I：

10.3390/ijerph18179123

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Customers have become very sensitive regarding the innovative evaluation of services. Due to competition in the hospitality industry, it is a challenge for hotel marketers to understand customers' behavior. There is scant research in the hotel industry of Pakistan and especially on boutique hotels. This research seeks to measure the relationship between substantive, communicative elements of the sustainable servicescape and behavioral intentions (word of mouth) in a boutique hotel setting. However, the mediating effect of the overall perceived image is examined between these constructs. Responses of boutique hotel visitors were collected from Lahore, Islamabad, Faisalabad, and Murree. Data were analyzed by using structural equation modeling (SEM). Results display that both substantive and communicative servicescape elements positively affect the perceived image of customers, which has a positive influence on behavioral intentions such as word of mouth (WOM). Theoretical and practical implications are also discussed.

引用

页数：17