Effect of Consumption Emotion on Hotel and Resort Spa Experience

Ada Lo · Corrine Wu

41 citations0/0 files storedJournal of Travel & Tourism Marketing

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Retail Behavior Studies

Abstract

Very few studies focus on the behavior of hotel and resort spa customers in China. Hence, this research proposes a model for testing the impact of spa service quality, positive and negative consumption emotions, and hedonic and utilitarian perceived value on the behavioral intentions to visit a spa. The valid sample comprised 487 customers of five-star hotel/resort spas in China. Data were obtained from the self-administered survey answered by respondents constituting the sample. This study identified the vital function of consumption emotion, especially positive emotion dimension. The results indicated the mediating influence of positive emotion on connecting service quality and creating the perceived value of consumers as well as behavioral intention in the hotel and resort spa context.

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.1980Understanding Attitudes and Predicting Social Behavior 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1991Emotion And Adaptation 1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun

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