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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

  • Czech description

Classification

  • Type

    J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS database

  • CEP classification

  • OECD FORD branch

    50204 - Business and management

Result continuities

  • Project

  • 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

  • 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

  • EID of the result in the Scopus database

    2-s2.0-85076489760