Presentation
Effects of service experience on customer responses to the hotel chain
Author/s | Bravo, Rafael
Martínez, Eva Pina, José M. |
Editor | Rondán Cataluña, Francisco Javier |
Publication Date | 2017 |
Deposit Date | 2018-08-16 |
Published in |
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ISBN/ISSN | 978-84-17129-34-7 |
Abstract | This paper analyses customer experience in a hotel and its impact on the customer attitudes to both the individual hotel and the hotel chain. Specifically, the study focuses on the effects on emotions, satisfaction, attitude ... This paper analyses customer experience in a hotel and its impact on the customer attitudes to both the individual hotel and the hotel chain. Specifically, the study focuses on the effects on emotions, satisfaction, attitude to hotel chain, intention to return, skepticism to negative information and WOM. In order to test the hypotheses, an empirical study was carried out in a sample of 300 individuals. Data was analysed through structural equation modelling, and results show that customer experiences in an individual hotel determine not only their responses to the hotel but also their responses to the hotel chain. Among all the considered outcomes, the stronger effects are found on WOM |
Citation | Bravo, R., Martínez, E. y Pina, J.M. (2017). Effects of service experience on customer responses to the hotel chain. En XXIX Congreso de Marketing AEMARK (1022-1035), Sevilla: ESIC. |
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