期刊
JOURNAL OF TRAVEL & TOURISM MARKETING
卷 38, 期 9, 页码 900-916出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/10548408.2021.1997878
关键词
Contactless service; Technology Readiness Index 2; 0; customer experience; customer equity; customer experience; customer delight; brand trust; service design; COVID-19; PLS-MGA
资金
- Walter & Wendy Kwok Family FoundationProfessorship in International Hospitality Management
This study explores the impact of contactless hospitality services on customer experience, customer delight, customer equity, and brand trust, proposing a theoretical model. It also found that health concerns moderate the relationship between customer equity and trust. Additionally, the effects of delight on equity and equity on trust are stronger for the low technology readiness group.
Contactless hospitality services are technology-enabled innovative services combating the challenges of the COVID-19 pandemic. Surveying 1,537 hotel guests, this study explores the relationships between customer experience, customer delight, customer equity, and brand trust in contactless hospitality services. A theoretical model is proposed to investigate the antecedents and consequences of customer equity. The moderating effect of health concerns lies on the path from customer equity to trust. A multi-group analysis was conducted to examine the invariance among proposed paths between two customer groups. The effects of delight on equity and equity on trust are stronger for the low technology readiness group.
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