How does a hotel’s hygiene protocol quality trigger guests’ revisit intention during the pandemic? Evidence from Chinese guests

Islam, Md. Tariqul; Pandey, Uma; Sinha, Satyajit; Hussin, Siti Rahayu

doi:10.1108/ijtc-05-2022-0144

Cited by 4 publications

(4 citation statements)

References 115 publications

(144 reference statements)

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“…Secondly, hygiene control has a significant negative moderating effect on the negative impact of luxury hotel customers' perceived risk and revisit intentions, according to the moderating effect plot shown in Figure 4 that when luxury hotel customers' attention to the importance of hygiene control is at a low level, the negative relationship between their perceived risk and revisit intention is stronger. The same can be confirmed to some extent by Yu, Seo et al (2021) and Islam et al (2023).…”

Section: Discussionsupporting

confidence: 68%

The moderating effect of safety image on Guests' perceived risk and revisit intentions in luxury hotels

Pai,

Chen,

Wang

2024

Journal of Tourism Research

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This study explores the relationship between perceived risk and intention to revisit, based on four core dimensions of the subjectively perceived risk of luxury hotel guests to hotel safety image. In particular, this study innovatively uses the four dimensions of hotel safety image as moderating variables to explore how the relationship between perceived risk and intention to revisit is affected. The results from the 573 valid questionnaires show that perceived risk has significant negative effects on revisit intention, hygiene control significantly and negatively moderates the negative relationship between perceived risk and revisit intention, and self‐service technology significantly and positively moderates the negative relationship between perceived risk and revisit intention. These results complement the application of customer perceived risk and hotel safety image in luxury hotels in the context of natural disasters and provide hotel managers with new perspectives on marketing and decision making and how to improve competitiveness.

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Section: Discussionsupporting

confidence: 68%

The moderating effect of safety image on Guests' perceived risk and revisit intentions in luxury hotels

Pai,

Chen,

Wang

2024

Journal of Tourism Research

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“…According to Wanjau (2012), lower staff competencies resulted in a drop in the provision of quality services [14]. Durdyev Business, management and accounting that the workforce cluster of abilities, competencies, and experiences, as well as the work management cluster of communication among parties, positively impacted service delivery [73,74]. Durdyev et al…”

Section: Personal Factors and Service Deliverymentioning

confidence: 99%

The moderation effect of personal factors on the relationship between performance contracting and service delivery of employees in Huduma Centres in Western Kenya

Nyongesa Wesonga,

Van Der Westhuizen

2023

Eureka: SH

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The Kenyan Government mounted the following efforts to improve service delivery: privatization, voluntary early retirement, and restructuring, but the results were not good, thereby opting for performance contracting using Huduma Centers. The 30,000 customers are served at the centres daily and collected Kshs 12 billion annually as revenue, as shown in a report by Government 2020. Past studies on performance contracting influencug service delivery were mostly case studies and not surveys. There were mixed outcomes from the reviewed literature, a sign of a moderator impact yet to be tested, and there were no evidence for examining personal characteristics to demonstrate their moderation effect. The impact of personal factors on the relationship between performance contracting and service delivery, on the other hand, has not been sufficiently explored. This study aimed to establish the moderation effect of personal factors on the relationship between performance contracting and service delivery. The study utilized an ex-post factor design with quantitative aspects. A questionnaire was used to gather data from a target population of 276. The data analysis was done quantitatively to establish the moderation effect. The results showed that personal factors (R2=0.125; p=0.000) positively and significantly influenced the association by 12.5 %. The study revealed that personal characteristics positively modified the association. The study recommends that managers and policymakers consider personal factors to enhance service delivery. The implication of this study for theory is that it would result in theory refinement by emphasizing the integration of personal factors in the performance contracting framework while opening research fronts for the future by recommending cross-sectoral studies that are qualitative to be carried out to gain insights into the variations of moderations of personal factors.

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“…For example, in a themed restaurant setting Meng and Choi [42] found that the physical servicescape of the restaurant like decoration, ambience and layout of the furniture had positive effect on satisfaction of customers. In hoteling context consumer satisfaction is of utmost importance because on it depends whether the consumer will purchase the service again and hold revisit intentions [43,10]. Alfakhri et al [44] conducted a phenomenological study in United Kingdom and found for the most part customers derived their satisfaction from aesthetics and design aspects of hotel servicescape.…”

Section: Servicescape and Satisfactionmentioning

confidence: 99%

Role of Hotel Servicescape in Satisfaction and Revisit Intention of Consumers: Familiarity as a Moderator

Balroo

2023

JEMT

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Globally the hospitality industry is seen immensely growing because of opening up of tourism in countries worldwide. One such growth of hospitality industry is specifically being witnessed in a middle eastern country namely Saudi Arabia. The expansion of leisure and religious tourism for diversifying the oil-based economy under the kingdom’s vision 2030 is rapidly fueling growth of hotels in Saudi Arabia. However, very little is known about what aspects of these hotels lead to consumer satisfaction and revisit intentions. Moreover, modern internet hotel booking technologies by providing 360-degree images, videos of hotels and hotel rooms are helping consumers to get well familiar with the hotels aforehand their visits. Very little is also known about the effects of this aforehand familiarity of consumers on the relationship of satisfaction with revisit intention. In marketing terminology, the place where the interaction between consumers and hotel service provider takes place is called hotel servicescape. The hotel servicescape has two important aspects namely physical and social. This study examines how these two aspects of hotel servicescape leads to consumer satisfaction and revisit intentions. The study also examines the moderating role of familiarity on the relationship of satisfaction with revisit intention. The study sample comprised of 390 frequent stayers in hotels of Saudi Arabia. The study sample was collected using snowball sampling method. All of the hypothesized relationships of the study were examined rigorously and simultaneously using structural equation modeling technique. The results of the study revealed that both physical and social aspects of hotel’s servicescape shared significant positive relationships with satisfaction. Significant positive relationship was also reported between satisfaction and revisit intention. Familiarity significantly moderated the relationship between satisfaction and revisit intention in this study. The study provided new findings on the role played by familiarity in strengthening the relationship between satisfaction and revisit intention. Some marketing implications, limitations and future research directions are also discussed in the study.

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How does a hotel’s hygiene protocol quality trigger guests’ revisit intention during the pandemic? Evidence from Chinese guests

Cited by 4 publications

References 115 publications

The moderating effect of safety image on Guests' perceived risk and revisit intentions in luxury hotels

The moderating effect of safety image on Guests' perceived risk and revisit intentions in luxury hotels

The moderation effect of personal factors on the relationship between performance contracting and service delivery of employees in Huduma Centres in Western Kenya

Role of Hotel Servicescape in Satisfaction and Revisit Intention of Consumers: Familiarity as a Moderator

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