Constructs and measurement items` refinement
| Constructs and measurement items | Factor loadings |
|---|---|
| Accessibility and convenience | |
| Adapted from Souki et al. (2020) ρA = 0.823; ρc = 0.917; CA = 0.820; AVE = 0.847 | |
| This hotel … | |
| is well located | 0.927 |
| is easy to get to | 0.914 |
| Infrastructure | |
| Adapted from Souki et al. (2020) and Radojevic et al. (2018) ρA = 0.891; ρc = 0.913; CA = 0.885; AVE = 0.636 | |
| This hotel … | |
| has a beautiful external appearance | 0.770 |
| has an attractive internal appearance | 0.824 |
| appears to be well-organised | 0.831 |
| has a clean and hygienic environment | 0.847 |
| has apartments of different size | 0.691 |
| has spacious and comfortable apartments | 0.811 |
| Hotel’s restaurant | |
| Adapted from Souki et al. (2020) ρA = 0.929; ρc = 0.944; CA = 0.926; AVE = 0.773 | |
| This hotel’s restaurant … | |
| has an attractive appearance | 0.867 |
| is well-sanitised and clean | 0.875 |
| offers a varied menu with several options for customers | 0.856 |
| offers food of excellent quality | 0.903 |
| has an excellent service | 0.893 |
| Infrastructure and leisure activities | |
| Adapted from Radojevic et al. (2018) ρA = 0.832; ρc = 0.883; CA = 0.824; AVE = 0.655 | |
| This hotel offers … | |
| swimming pools | 0.779 |
| recreation | 0.837 |
| games room | 0.864 |
| multi-sport courts | 0.751 |
| Services quality | |
| Adapted from Souki et al. (2020) ρA = 0.932; ρc = 0.944; CA = 0.930; AVE = 0.707 | |
| This hotel … | |
| offers polite and kind staff to serve the guests | 0.871 |
| has employees with the necessary knowledge to answer customers’ questions | 0.837 |
| has employees always willing to help customers | 0.884 |
| has honest and transparent employees in customer relations | 0.779 |
| has employees with a good appearance (uniform, hygiene) | 0.826 |
| has employees who solve customer needs and desires quickly and effectively | 0.837 |
| has employees who respond to customer requests within the promised time | 0.849 |
| Atmosphere | |
| Adapted from Souki et al. (2020) ρA = 0.887; ρc = 0.920; CA = 0.883; AVE = 0.741 | |
| This hotel has … | |
| a pleasant atmosphere | 0.872 |
| a warm and friendly environment | 0.896 |
| a good relationship between people (managers, employees and customers) | 0.863 |
| friendly and nice customers | 0.809 |
| Customer orientation | |
| Adapted from Souki et al. (2020) ρA = 0.900; ρc = 0.929; CA = 0.897; AVE = 0.765 | |
| This hotel … | |
| cares and strives to solve customer problems | 0.868 |
| cares about customer opinion and satisfaction | 0.863 |
| is honest, fair and transparent with customers | 0.906 |
| handles customer complaints in a correct and timely manner | 0.861 |
| Social endorsement | |
| Adapted from Souki et al. (2020) ρA = 0.896; ρc = 0.903; CA = 0.860; AVE = 0.700 | |
| This hotel … | |
| is highly valued by my friends and/or family | 0.864 |
| is a place where the people I like to hang out with frequent | 0.872 |
| is a place that my friends and/or family visit regularly | 0.731 |
| is a place that my friends and/or family recommend | 0.871 |
| Reputation | |
| Adapted from Souki et al. (2020) ρA = 0.833; ρc = 0.885; CA = 0.827; AVE = 0.658 | |
| This hotel … | |
| is traditional | 0.807 |
| is quite well known/famous | 0.814 |
| has a good reputation | 0.824 |
| is a recognised brand in its industry | 0.798 |
| Status | |
| Adapted from Souki et al. (2020) ρA = 0.908; ρc = 0.928; CA = 0.896; AVE = 0.762 | |
| This hotel… | |
| is frequented by people with a high social status | 0.870 |
| is frequented by successful people | 0.890 |
| gives its patrons prestige | 0.889 |
| has a trendy restaurant | 0.842 |
| Price | |
| Adapted from Souki et al. (2020) ρA = 0.842; ρc = 0.898; CA = 0.829; AVE = 0.746 | |
| This hotel… | |
| charges high prices for hosting | 0.890 |
| usually has a high bill | 0.895 |
| charges the highest prices among hotels of the same category in its region | 0.802 |
| Perceived value | |
| Adapted from Souki et al. (2020) ρA = 0.882; ρc = 0.927; CA = 0.881; AVE = 0.808 | |
| This hotel […] | |
| is good value for money | 0.878 |
| offers a quality of services compatible (fair) considering the price it charges its customers | 0.908 |
| charges a fee for its services that is worth paying | 0.911 |
| Positive emotions | |
| Adapted from Souki et al. (2020) ρA = 0.920; ρc = 0.938; CA = 0.917; AVE = 0.750 | |
| The experiences I had at this hotel made me feel … | |
| happy | 0.885 |
| excited | 0.882 |
| calm | 0.875 |
| optimistic | 0.857 |
| enthusiastic | 0.830 |
| Negative emotions | |
| Adapted from Souki et al. (2020) ρA = 0.953; ρc = 0.963; CA = 0.951; AVE = 0.837 | |
| The experiences I had at this hotel made me feel … | |
| angry | 0.858 |
| annoyed | 0.922 |
| frustrated | 0.917 |
| upset | 0.925 |
| disgruntled | 0.950 |
| Satisfaction | |
| Adapted from Souki et al. (2020) ρA = 0.942; ρc = 0.958; CA = 0.941; AVE = 0.850 | |
| This hotel met my expectations | 0.908 |
| I was satisfied with my decision to visit this hotel | 0.924 |
| This hotel provided me with pleasant and fun experiences | 0.920 |
| I had the pleasure of staying in this hotel | 0.934 |
| WOM | |
| Adapted from Choi and Kandampully (2019) and Dedeoglu et al. (2018) ρA = 0.922; ρc = 0.943; CA = 0.918; AVE = 0.804 | |
| I say positive things about this hotel to my relatives and friends | 0.861 |
| I share my experiences with this hotel with others | 0.873 |
| I recommend this hotel to others | 0.928 |
| I encourage people to visit this hotel | 0.922 |
| eWOM | |
| Adapted from Serra-Cantallops et al. (2020) and Line et al. (2020) ρA = 0.941; ρc = 0.962; CA = 0.941; AVE = 0.894 | |
| I talk about this hotel on social networks | 0.944 |
| I share my experiences with this hotel on social networks | 0.956 |
| I give my opinion about this hotel on social networks | 0.937 |
| HGBE-SNS | |
| Adapted from Correia et al. (2018) and Dolan et al. (2016) ρA = 0.880; ρc = 0.905; CA = 0.868; AVE = 0.657 | |
| I seek information about hotels on social networks | 0.708 |
| I tag people on social networks when I take pictures in hotels | 0.866 |
| I share content about hotels posted by friends on social networks | 0.879 |
| I often check in (report where I am) on social networks when I stay in hotels | 0.817 |
| Advertisements of hotels on social networks help me choose where to stay | 0.769 |
| Constructs and measurement items | Factor loadings |
|---|---|
| Adapted from | |
| This hotel … | |
| is well located | 0.927 |
| is easy to get to | 0.914 |
| Adapted from | |
| This hotel … | |
| has a beautiful external appearance | 0.770 |
| has an attractive internal appearance | 0.824 |
| appears to be well-organised | 0.831 |
| has a clean and hygienic environment | 0.847 |
| has apartments of different size | 0.691 |
| has spacious and comfortable apartments | 0.811 |
| Adapted from | |
| This hotel’s restaurant … | |
| has an attractive appearance | 0.867 |
| is well-sanitised and clean | 0.875 |
| offers a varied menu with several options for customers | 0.856 |
| offers food of excellent quality | 0.903 |
| has an excellent service | 0.893 |
| Adapted from | |
| This hotel offers … | |
| swimming pools | 0.779 |
| recreation | 0.837 |
| games room | 0.864 |
| multi-sport courts | 0.751 |
| Adapted from | |
| This hotel … | |
| offers polite and kind staff to serve the guests | 0.871 |
| has employees with the necessary knowledge to answer customers’ questions | 0.837 |
| has employees always willing to help customers | 0.884 |
| has honest and transparent employees in customer relations | 0.779 |
| has employees with a good appearance (uniform, hygiene) | 0.826 |
| has employees who solve customer needs and desires quickly and effectively | 0.837 |
| has employees who respond to customer requests within the promised time | 0.849 |
| Adapted from | |
| This hotel has … | |
| a pleasant atmosphere | 0.872 |
| a warm and friendly environment | 0.896 |
| a good relationship between people (managers, employees and customers) | 0.863 |
| friendly and nice customers | 0.809 |
| Adapted from | |
| This hotel … | |
| cares and strives to solve customer problems | 0.868 |
| cares about customer opinion and satisfaction | 0.863 |
| is honest, fair and transparent with customers | 0.906 |
| handles customer complaints in a correct and timely manner | 0.861 |
| Adapted from | |
| This hotel … | |
| is highly valued by my friends and/or family | 0.864 |
| is a place where the people I like to hang out with frequent | 0.872 |
| is a place that my friends and/or family visit regularly | 0.731 |
| is a place that my friends and/or family recommend | 0.871 |
| Adapted from | |
| This hotel … | |
| is traditional | 0.807 |
| is quite well known/famous | 0.814 |
| has a good reputation | 0.824 |
| is a recognised brand in its industry | 0.798 |
| Adapted from | |
| This hotel… | |
| is frequented by people with a high social status | 0.870 |
| is frequented by successful people | 0.890 |
| gives its patrons prestige | 0.889 |
| has a trendy restaurant | 0.842 |
| Adapted from | |
| This hotel… | |
| charges high prices for hosting | 0.890 |
| usually has a high bill | 0.895 |
| charges the highest prices among hotels of the same category in its region | 0.802 |
| Adapted from | |
| This hotel […] | |
| is good value for money | 0.878 |
| offers a quality of services compatible (fair) considering the price it charges its customers | 0.908 |
| charges a fee for its services that is worth paying | 0.911 |
| Adapted from | |
| The experiences I had at this hotel made me feel … | |
| happy | 0.885 |
| excited | 0.882 |
| calm | 0.875 |
| optimistic | 0.857 |
| enthusiastic | 0.830 |
| Adapted from | |
| The experiences I had at this hotel made me feel … | |
| angry | 0.858 |
| annoyed | 0.922 |
| frustrated | 0.917 |
| upset | 0.925 |
| disgruntled | 0.950 |
| Adapted from | |
| This hotel met my expectations | 0.908 |
| I was satisfied with my decision to visit this hotel | 0.924 |
| This hotel provided me with pleasant and fun experiences | 0.920 |
| I had the pleasure of staying in this hotel | 0.934 |
| Adapted from | |
| I say positive things about this hotel to my relatives and friends | 0.861 |
| I share my experiences with this hotel with others | 0.873 |
| I recommend this hotel to others | 0.928 |
| I encourage people to visit this hotel | 0.922 |
| Adapted from | |
| I talk about this hotel on social networks | 0.944 |
| I share my experiences with this hotel on social networks | 0.956 |
| I give my opinion about this hotel on social networks | 0.937 |
| Adapted from | |
| I seek information about hotels on social networks | 0.708 |
| I tag people on social networks when I take pictures in hotels | 0.866 |
| I share content about hotels posted by friends on social networks | 0.879 |
| I often check in (report where I am) on social networks when I stay in hotels | 0.817 |
| Advertisements of hotels on social networks help me choose where to stay | 0.769 |
Notes:
Dijkstra–Henseler’s rho (ρA); Jöreskog’s rho (ρc); Cronbach’s alpha (CA); average variance extracted (AVE)
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