CUSTOMER SATISFACTION & ENGAGEMENT BEHAVIORS TOWARDS THE ROOM RATE STRATEGY OF LUXURY HOTELS
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F19%3A63523793" target="_blank" >RIV/70883521:28120/19:63523793 - isvavai.cz</a>
Result on the web
<a href="https://thm.fthm.hr/current-issue/send/56-vol25no2/786-customer-satisfaction-engagement-behaviors-towards-the-room-rate-strategy-of-luxury-hotels" target="_blank" >https://thm.fthm.hr/current-issue/send/56-vol25no2/786-customer-satisfaction-engagement-behaviors-towards-the-room-rate-strategy-of-luxury-hotels</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.20867/thm.25.2.7" target="_blank" >10.20867/thm.25.2.7</a>
Alternative languages
Result language
angličtina
Original language name
CUSTOMER SATISFACTION & ENGAGEMENT BEHAVIORS TOWARDS THE ROOM RATE STRATEGY OF LUXURY HOTELS
Original language description
Purpose – This study investigates the attributes that impact hotel users’ experiences, satisfaction levels, and engagement behaviors through dimensions of the room rate strategy in the context of luxury hotels in Vietnam tourism market. Design/methodology/approach – A questionnaire was prepared, drawing from the scales in literature. A PLS-SEM tool was used to measure and test research hypotheses from the data set of 319 completed surveys in the online and offline form. Findings – The results indicate that higher the service quality towards dynamic hotel room rates, higher are customer satisfaction and engagement behaviors (CEBs). The significant perception of hotel users is mostly caused by “price fairness,” and it in turns, influences customer satisfaction levels. In particular, customer satisfaction serves as a partial mediation on customers’ perception of the hotel room rate strategy when service quality and CEBs are perceived. Originality – Understanding the variables that predict room rate strategy proposes suggestions for practitioners and hospitality researchers. This study empirically examines the extent to which factors discussed may influence the hotel room
Czech name
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Czech description
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Classification
Type
J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS database
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
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Continuities
V - Vyzkumna aktivita podporovana z jinych verejnych zdroju
Others
Publication year
2019
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Tourism and Hospitality Management
ISSN
1330-7533
e-ISSN
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Volume of the periodical
25
Issue of the periodical within the volume
2
Country of publishing house
HR - CROATIA
Number of pages
18
Pages from-to
403-420
UT code for WoS article
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EID of the result in the Scopus database
2-s2.0-85076489760