Impact of individual cultural values on hotel guests’ positive emotions and positive eWOM intention

Jiang, Wen; Hu, Yaou; Kim, Jong Hun

doi:10.1108/ijchm-07-2017-0409

Cited by 57 publications

(46 citation statements)

References 65 publications

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“…Customers' emotions and intensities vary for the same service interaction (Wen et al, 2018). Table 1 combines the appraisal dimensions with the integrated hospitality emotion classifications given in Appendix 1.…”

Section: Theoretical Background 21 Emotional Customer Experience Based On the Appraisal Theorymentioning

confidence: 99%

“…However, existing studies have failed to capture this complexity regarding how emotions are elicited by various sources, leading to the need for more comprehensive studies; (2) Although a more recent study has provided evidence that a service interaction can trigger more than one customer emotion (Maguire and Geiger, 2015), many previous hospitality studies only focused on examining the impact of service-related factors on customers' binary emotions (i.e., pleasant or unpleasant) (Liu and Jang, 2009;Ryu and Jang, 2007). The ways in which service interactions trigger emotional change has not been adequately addressed in prior research; (3) Whilst some studies have found that positive emotions encourage co-creation behaviours such as WOM referrals (Wen et al, 2018), we still know very little about other co-creation behaviours that can be generated by different emotions.…”

Section: Introductionmentioning

confidence: 99%

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Understanding emotional customer experience and co-creation behaviours in luxury hotels

Gao

2019

IJCHM

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Purpose A holistic understanding of sources that evoke customer emotions is essential for creating a positive emotional customer experience (ECX). Despite a significant focus on the cognitive aspect of customer experience and traditional customer behaviours (e.g. loyalty and satisfaction), limited attention has been paid to ECX and co-creation behaviours. The purpose of this paper is to address this important knowledge gap by identifying different emotions and prominent sources of ECX (i.e. emotion triggers and constructors) during service interactions. By doing so, key customer co-creation behaviours are also identified, which help enhance positive customer experience. Design/methodology/approach A combined application of the appraisal theory and thematic analysis was used to explore ECX, its sources and co-creation behaviours as observed from 1,063 TripAdvisor customer reviews of luxury hotels in Ireland. Findings The results show that a single service interaction can evoke multiple emotions during the interaction process. The findings capture prominent emotions that customers experience and various important emotion triggers (physical environment, service management and offerings and human interaction) and constructors (customer expectation, accumulated service experience and culture fusion and authenticity). Three main customer co-creation behaviours (reinforcing intention, active and resourceful behaviours), which help facilitate the co-creation of positive customer emotions, are also identified. Originality/value The study proposes a new framework that provides unique insights into ECX to guide service improvement and innovation. A novel approach of applying the appraisal theory to a netnographic study is used to develop an ECX framework, which integrates various emotion triggers and constructors, and subsequent customer co-creation behaviours in the hotel industry.

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Section: Theoretical Background 21 Emotional Customer Experience Based On the Appraisal Theorymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Understanding emotional customer experience and co-creation behaviours in luxury hotels

Gao

2019

IJCHM

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“…The EWOM variable in this study is a positive assessment of visitors on the activity of sharing information, messages, and pictures to other parties through social media. The measurement of the EWOM variable was adapted from the study of Wen et al, (2017), Indicators for measuring variables are as follows: Leaving positive comments about the tourism destination, Posting positive review about the tourism destination, Uploading photos or videos on the social networks, Giving positive recommendation about the tourism destination, Being active in the social media discussing the tourism destination, and Encouraging others to visit the tourism destination online…”

Section: Epistemic Value Variablementioning

confidence: 99%

The effect of perceived value by the tourists toward electronic word of mouth activity: the moderating role of conspicuous tendency

Sukaris

Hartini

Mardhiyah

2020

JSB

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Managers of tourist destinations are currently trying to offer attractions and attractive destination resources to be visited by tourists. However, very few managers of tourist destinations, especially adventure tourism who pay attention to the values that will be obtained by tourists and also very little attention to the tendency behavior of consumers to show off when visiting tourist attractions, in which they will then recommend their activities to others through digital media. The purpose of this study is to analyze the effects of the perceived values by tourists, consisting of emotional value and epistemic value towards the activity of electronic word of mouth of tourists moderated by conspicuous tendencies. The population in this study is visitors who carry out adventurous activities in adventure tourism destinations, with a sample of 400 tourist. Hypotheses are tested by using structural equation modeling. The results of the study provide information that the emotional value affects the activity of electronic word of mouth of tourists. Likewise, the novelty value influences the activity of electronic word of mouth of tourists, while the conspicuous tendencies variable of tourists weakens the effect of emotional value on the activity of electronic word of mouth of tourists. Finally, the conspicuous tendencies variable of tourists can be a variable which strengthens the effect of epistemic value on the activity of electronic word of mouth of tourists.

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“…However, some researchers in recent years were working only for positive emotions because only these matter. Wen, Hu and Kim (2018) [70] examined the effect of individual culture on positive emotions for the recommendation intention. Finally, positive emotions are the principal element to determine the satisfaction of the consumer [71].…”

Section: Introductionmentioning

confidence: 99%

Testing Model of Purchase Intention for Fast Food in Mexico: How do Consumers React to Food Values, Positive Anticipated Emotions, Attitude toward the Brand, and Attitude toward Eating Hamburgers?

Pérez–Villarreal

Martínez–Ruiz

Izquierdo‐Yusta

2019

Foods

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This research investigated the effect of the food values, positive anticipated emotions, attitude toward the brand, and attitude toward eating a hamburger on purchase intention in fast-food restaurants in Mexico conjointly. The purpose of this study was to discover which variables influenced the consumer´s intention to buy. Data was collected from a survey of 512 Mexicans fast-food consumers. Structural equation modeling was used to test the hypothesized associations. The results showed that food values and positive anticipated emotions absolutely impact the attitude toward the brand, which impacts the purchase intention of the Mexican consumers. Nonetheless, the positive anticipated emotions impact stronger than food values, and the best way to get a purchase intention is toward the attitude of the brand rather than attitude toward eating a hamburger. The authors discussed inferences and suggestions for consumer approaches.

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Impact of individual cultural values on hotel guests’ positive emotions and positive eWOM intention

Cited by 57 publications

References 65 publications

Understanding emotional customer experience and co-creation behaviours in luxury hotels

Understanding emotional customer experience and co-creation behaviours in luxury hotels

The effect of perceived value by the tourists toward electronic word of mouth activity: the moderating role of conspicuous tendency

Testing Model of Purchase Intention for Fast Food in Mexico: How do Consumers React to Food Values, Positive Anticipated Emotions, Attitude toward the Brand, and Attitude toward Eating Hamburgers?

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