The importance of employee hospitability and perceived price in the hotel industry

Abstract

The main objective of this study was to determine the impact of employee hospitability on customer satisfaction, the impact of customer satisfaction on behavioural intentions, and the moderate effect of the perceived price in this relationship. Structural Equation Modelling was used to analyse the specified relationships. It was proved that employee hospitability affects customer satisfaction, and customer satisfaction affects both the repurchase intention and word-of-mouth (WOM) positively. In addition, when customers were divided into two groups, it was proved that the relationship between customer satisfaction and WOM is stronger in the unreasonable price perception group.

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