The effect of a hotel's star-rating-based expectations of safety from the pandemic on during-stay experiences

Tiwari, Veenus; Mishra, Abhishek

doi:10.1016/j.jretconser.2022.103223

Cited by 10 publications

(6 citation statements)

References 113 publications

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“…Statistically significant positive relationship was also reported in this study between the relationship of satisfaction and revisit intention. The results are in line with the prior studies [50,62,8] which have previously reported significant positive relationships between satisfaction and revisit intention. From the results of the study satisfaction among Saudi consumers is seen as an important pre cursor in determining the revisit intention among them.…”

Section: Discussionsupporting

confidence: 93%

“…They reported a significant positive relationship between satisfaction and revisit intention in their study on green hotels. In another study on 5-star hotels in India by Tiwari and Mishra [8] satisfaction was found to be a significant and strong predictor of revisit intention among hotel customers. In the study context it can be said when Saudi consumers are satisfied, they are highly likely to revisit the hotels again.…”

Section: Satisfaction and Revisit Intentionmentioning

confidence: 92%

“…In hospitality context repeat business serves as the key for ensuring both long term sustainability and profitability [50]. Number of studies [51,50,8,52] have reported satisfaction to be an important antecedent of revisit intention. For example, in a study conducted in India by Chaturvedi et al [51] on green restaurants the authors found satisfaction as an important antecedent for forming revisit intentions in consumers.…”

Section: Satisfaction and Revisit Intentionmentioning

confidence: 99%

“…Whereas the social servicescape refers to the human aspects of the hotel servicescape such as behavior and appearance of hotel employees [6,7]. Satisfaction and revisit intention of consumers are core pillars for sustainable and successful running of a hospitality business [8]. Several studies [9,10,8] have found satisfaction to be an important pre cursor for achieving revisit intention among hotel consumers.…”

Section: Introductionmentioning

confidence: 99%

“…Satisfaction and revisit intention of consumers are core pillars for sustainable and successful running of a hospitality business [8]. Several studies [9,10,8] have found satisfaction to be an important pre cursor for achieving revisit intention among hotel consumers. However, rarely studies are seen in the marketing literature especially in Saudi Arabian context that aid in understanding how aspects of hotel servicescape lead to satisfaction and revisit intentions in consumers.…”

Section: Introductionmentioning

confidence: 99%

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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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Section: Discussionsupporting

confidence: 93%

Section: Satisfaction and Revisit Intentionmentioning

confidence: 92%

Section: Satisfaction and Revisit Intentionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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

Balroo

2023

JEMT

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Exploration of Hotel Reservation Through Mobile Online Travel Agencies

Sun,

Law,

Hyun

2024

Journal of Tourism Research

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The number of tourists who use smartphones to make hotel reservation is continuously increasing. Nonetheless, only a few studies have investigated the attributes to make hotel reservation via mobile devices (e.g., smartphones). Hence, the present study comprehensively evaluates the attributes to make hotel reservation through mobile online travel agencies (OTAs) based on the web function design framework to identify the perceived important attributes to make hotel reservation via mobile OTAs from the perspective of tourists and to find out the possible factors with specific attributes to measure hotel reservation via mobile OTAs through an online questionnaire survey method. Findings reflect that the perceived important attributes of tourists have changed from those allowing them to meet their hierarchical needs to those supporting their nonhierarchical intertwined needs. In addition, four factors of hotel reservation via mobile OTAs are identified: hotel information provision, relationship and social media, design and layout, and consumer requests.

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How does customer satisfaction change after hotels start using self-service kiosks?

Wu,

Xiang,

Wang

et al. 2024

International Journal of Hospitality Management

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The effect of a hotel's star-rating-based expectations of safety from the pandemic on during-stay experiences

Cited by 10 publications

References 113 publications

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

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

Exploration of Hotel Reservation Through Mobile Online Travel Agencies

How does customer satisfaction change after hotels start using self-service kiosks?

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