Purpose
This study aims to investigate the effect of hotel servicescape on customer citizenship behaviors “CCBs” by addressing customer engagement as a mediator and gender as a moderator.
Design/methodology/approach
A total of 619 questionnaires were collected from hotel customers. Structural equation modeling was applied for data analysis.
Findings
Customer engagement mediates the effects of physical and social servicescapes on CCBs of providing feedback to an organization, making recommendations and helping other customers. Moreover, the indirect effects of physical servicescape on the three types of CCBs through customer engagement are stronger for male than for female customers, whereas no significant gender difference is observed in those effects of social servicescape on these types of CCBs through customer engagement.
Research limitations/implications
This study can help hotels promote the three types of CCBs and customer engagement by creating wonderful physical and social servicescape elements. The major limitation is that this study collected survey data outside the hotel environment.
Originality/value
This study enriches current knowledge on the servicescape-driven responses by exploring how hotel servicescape elements affect the three types of CCBs through customer engagement. Additionally, the different moderating roles of gender in the indirect influences of servicescape elements on these types of CCBs are presented.
Given that customer voice behaviors are confused with customer complaint behaviors in usage, this study thoroughly explains the essential differences between the two constructs. On that basis, this study investigates how employee–customer interaction (ECI) quality affects customers’ prohibitive voice behaviors, which is an crucial type of customer voice behaviors, by examining customer trust and identification as mediators. Data from 395 restaurant customers are collected and analyzed using structural equation modeling. Results show that ECI quality positively affects customers’ prohibitive voice behaviors. In this effect, customer trust and identification play direct and sequential mediating roles. This study contributes theoretically to the current knowledge by clearly distinguishing customer voice behaviors from customer complaint behaviors and by providing new insights into the mechanism of customers’ prohibitive voice behaviors from the perspectives of service interaction and relational benefit enhancement. The practical implications of this study can help pointedly foster customers’ prohibitive voice behaviors.
Considering the popularity of creative tourism, increasing research has focused on the creative atmosphere in creative tourism destinations. Based on Stimulus-Organism-Response framework, this research examined how creative atmosphere influences tourists' post-experience behaviors-experience intensification and experience extension-through the mediating roles of tourist inspiration and place attachment.Using survey data from 345 tourists at three representative creative tourism destinations in Xiamen, this study finds that creative atmosphere positively predicts experience intensification and experience extension. Besides, tourist inspiration and place attachment were demonstrated to play significant serial mediating roles in both creative atmosphere-experience intensification and creative atmosphereexperience extension relationships.
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