CUSTOMER SATISFACTION & ENGAGEMENT BEHAVIORS TOWARDS THE ROOM RATE STRATEGY OF LUXURY HOTELS

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

CUSTOMER SATISFACTION & ENGAGEMENT BEHAVIORS TOWARDS THE ROOM RATE STRATEGY OF LUXURY HOTELS

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

CUSTOMER SATISFACTION & ENGAGEMENT BEHAVIORS TOWARDS THE ROOM RATE STRATEGY OF LUXURY HOTELS

Popis výsledku anglicky

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

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2019

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

Tourism and Hospitality Management

ISSN

1330-7533

e-ISSN

—

Svazek periodika

25

Číslo periodika v rámci svazku

2

Stát vydavatele periodika

HR - Chorvatská republika

Počet stran výsledku

18

Strana od-do

403-420

Kód UT WoS článku

—

EID výsledku v databázi Scopus

2-s2.0-85076489760