期刊
JOURNAL OF TRAVEL & TOURISM MARKETING
卷 33, 期 -, 页码 88-102出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/10548408.2015.1008668
关键词
hospitality; emotions; Fairness; international; quality
资金
- National Science Foundation for Young Scholars of China [71203240]
- Foundation for Innovative Research Groups of the National Natural Science Foundation of China [70921001]
- China Postdoctoral Science Foundation [2013M531820]
- Postdoctoral Science Foundation of Central South University
This study investigates how service evaluations in a hotel hospitality context elicit customers' affective states, which then contribute to their behavioral intentions. The results of a study with Chinese leisure hotel guests (n=451) provide support for the proposed model. Specifically, perceived service fairness has a significant effect on perceived service quality and impacts behavioral intentions directly, but also indirectly through consumption emotions. Perceived service quality has a direct influence on word-of-mouth referral intentions, and indirectly impacts both repurchase intentions and referral intentions through positive emotion. Finally, findings indicate a repurchase intentions to referral intentions effect.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据