Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions

Sukhu, Anupama; Choi, Hye-Yoon; Bujisic, Milos; Bilgihan, Anil

doi:10.1016/j.ijhm.2018.06.013

Cited by 69 publications

(54 citation statements)

References 80 publications

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“…Our result indicates that attitude exerts a substantial impact on airline love (β = 0.154, p < 0.01) and loyalty (β = 0.103, p < 0.05). These findings are also consistent with prior works [21,23,41,42,44], and the result supports hypotheses 5 and 6. The potential impact of airline satisfaction on its subsequent constructs was evaluated.…”

Section: Structural Model and Hypotheses Testingsupporting

confidence: 92%

“…Attitude toward the brand/product, which is a volition process of rational decision formation, is often considered to be an essential notion in consumer behavior and tourism [22,23,39]. Attitude toward the brand/product indicates customers' general tendency toward a certain brand/product, which is either positive or negative [40].…”

Section: Attitude Toward the Airline And Its Influencementioning

confidence: 99%

“…Empirical cues in the existing literature indicated that customers' attitude toward the brand/product triggers affective responses and induces post-purchase decisions for the brand/product [21][22][23]. Baldinger and Rubinson [42] assume there is a linkage between consumer behavior and brand attitude, and a buyer with a positive brand attitude tends to remain with the particular brand.…”

Section: Attitude Toward the Airline And Its Influencementioning

confidence: 99%

“…Baldinger and Rubinson [42] assume there is a linkage between consumer behavior and brand attitude, and a buyer with a positive brand attitude tends to remain with the particular brand. In the hotel context, Sukhu et al [23] reports that guests' attitude toward hotels' public elements (green elements, room, social, ambiance, etc.) has a positive influence on satisfaction and affective responses to their behavioral intention formation for hotels.…”

Section: Attitude Toward the Airline And Its Influencementioning

confidence: 99%

“…In fact, satisfaction, in general, is regarded to be the most essential factor in explicating customer post-purchase decisions/behaviors [8,17]. Researchers also agree that brand love [18][19][20] and attitude toward the product/brand/behavior [21][22][23] are necessary elements for boosting customer loyalty.…”

Section: Introductionmentioning

confidence: 99%

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Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty

et al. 2020

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Little evidence is available on how airline meals and their dimensions affect customers’ loyalty generation procedure and behaviors towards airline products. This research is designed to elucidate airline customer loyalty generation procedure by uncovering the specific role of airline meals and their dimensions, attitude, satisfaction, and love. Using a quantitative method, empirical findings from the structural analysis successfully offer a good understanding of airline food quality and its role, identify the vital triggers of customer loyalty, and uncover the silent mediating role of airline love in affecting loyalty. Taking one step further beyond the theorizations in the existing studies of airline customers’ post-purchase behaviors, the present study builds a strong conceptual framework relating airline food quality, attitude, satisfaction, airline love, and customer loyalty.

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Section: Structural Model and Hypotheses Testingsupporting

confidence: 92%

Section: Attitude Toward the Airline And Its Influencementioning

confidence: 99%

Section: Attitude Toward the Airline And Its Influencementioning

confidence: 99%

Section: Attitude Toward the Airline And Its Influencementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty

et al. 2020

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The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

Vigolo

Bonfanti

Sallaku

et al. 2019

Psychology and Marketing

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Marketing and environmental psychology studies have long emphasized the importance of signage in large and dispersive service settings but have focused little on utilitarian service contexts. Previous studies have also analyzed the role of emotions in customer satisfaction with the servicescape, particularly in hedonic service environments such as malls, hotels, and restaurants, but a limited research has been conducted on the role of emotions in utilitarian service settings such as healthcare services. This study draws from the environmental psychology and service marketing literature to investigate the effects of signage and emotions on satisfaction with the servicescape in the hospital setting. In addition, it explores the moderating effect of emotions on the relationship between signage and satisfaction with the servicescape. The findings show that signage has a positive and significant effect on satisfaction with the servicescape. Negative emotions have a significant negative effect on satisfaction, while positive emotions have no significant effect. Differently from what was expected, emotions do not moderate the relationship between signage and satisfaction. Managerial implications are provided for service managers who wish to design a utilitarian service setting to effectively increase user satisfaction with the servicescape. K E Y W O R D S emotions, hospitals, satisfaction, service environment, service experience, servicescape, signage

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Examining the effect of reviewer expertise and personality on reviewer satisfaction: An empirical study of TripAdvisor

Han

2021

Computers in Human Behavior

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Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions

Cited by 69 publications

References 80 publications

Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty

Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty

The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

Examining the effect of reviewer expertise and personality on reviewer satisfaction: An empirical study of TripAdvisor

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