Influence of individual and social values on customer engagement in luxury thermal spa hotels: The mediating roles of perceived justice and brand experience

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Tourism and Hospitality Research Pub Date : 2023-07-13 DOI:10.1177/14673584231188847
Arnold Japutra, S. Loureiro, S. Molinillo, Haryani Primanti
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引用次数: 1

Abstract

This study aims to examine how values (i.e., individual and social values) influence customer engagement after managing a service failure in the thermal spa hotel context, and the mediating roles of perceived justice and brand experience. The data was collected from a survey of guests of luxury thermal spa hotels in Portugal, and the research model was assessed using partial least squares structural equation modeling. The results show that individual values affect perceived justice and brand experience, which in turn contribute to a higher level of customer engagement. Brand experience is a better mediator of the relationship between individual values and customer engagement than perceived justice. The novelty of this study is highlighted by the mediating effects of perceived justice and brand experience on the relationship between individual values and customer engagement.
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个人价值观和社会价值观对豪华温泉酒店顾客参与的影响:感知公正和品牌体验的中介作用
本研究旨在检验在温泉酒店环境下管理服务失败后,价值观(即个人和社会价值观)如何影响客户参与度,以及感知正义和品牌体验的中介作用。数据来自对葡萄牙豪华温泉酒店客人的调查,并使用偏最小二乘结构方程模型对研究模型进行了评估。结果表明,个人价值观影响感知公正和品牌体验,进而有助于提高客户参与度。品牌体验是个人价值观和客户参与度之间关系的更好中介,而不是感知正义。本研究的新颖之处在于感知正义和品牌体验对个人价值观和客户参与之间关系的中介作用。
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来源期刊
Tourism and Hospitality Research
Tourism and Hospitality Research HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
7.40
自引率
8.60%
发文量
63
期刊介绍: Tourism and Hospitality Research is firmly established as a leading and authoritative, peer-reviewed journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers: • Hospitality and tourism operations • Marketing and consumer behaviour • HR management • Social Media and Marketing • Technology • Planning and development • Policy • Performance and financial management • Strategic implications • Environmental aspects • Forecasting and prediction • Revenue management • Impact assessment and mitigation • Globalisation • Research methodologies • Leisure and culture • Risk Management • Change Management
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