The impact of hotel design uniqueness on booking intention and willingness to pay

Baek, Jooa

doi:10.21298/ijthr.2016.04.30.4.5

Cited by 1 publication

(1 citation statement)

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“…The literature on servicescape has suggested that convenience is the most thoroughly researched in designing products [75] and services, and it is the most desired attribute for consumers visiting restaurants, shopping malls, hotels, etc. [76,77]. Accordingly, sport fitness center managers should pay more attention to the convenience of their service environment by designing service settings in which consumers can easily use the equipment, furniture, and space.…”

Section: Practical Implicationsmentioning

confidence: 99%

How Does Service Environment Enhance Consumer Loyalty in the Sport Fitness Industry? The Role of Servicescape, Cosumption Motivation, Emotional and Flow Experiences

et al. 2021

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The purpose of the current study was to investigate the structural relationship between the servicescape, the emotional experience, space flow, satisfaction, and consumer loyalty in the context of sport fitness centers. Furthermore, the present study aimed to examine the moderating role of knowledge acquisition motivation in the effect of the servicescape on the emotional experience and space flow. For these research purposes, a survey study targeting 400 consumers of sport fitness centers was conducted via online and offline survey platforms in South Korea. After deleting 16 incomplete cases, 384 cases were included in the final data analysis. The results of latent moderated equations modeling (LMS) showed that the servicescape directly enhances the emotional experience and space flow. Also, it indirectly affects consumer loyalty via the emotional experience, space flow, and consumer satisfaction. Meanwhile, knowledge acquisition motivation was found to moderate the effect of the servicescape on space flow. The present study has several theoretical implications. First, the current study illuminates the process mechanism of the effect of the servicescape in sport fitness centers on consumer loyalty. Second, the present study empirically shows different patterns of consumer experiences and decision-making depending on consumption motivation. Based on the results, sport fitness center managers should not only pay more attention to the convenience of their servicescape but they should also design service environments maximizing consumers′ emotional experiences. Additionally, the results imply that assigning exercise beginners to an attractive physical environment is an effective strategy, because they are more likely to evaluate their experiences based on the perceived servicescape.

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Section: Practical Implicationsmentioning

confidence: 99%