Conclusions and theoretical and managerial implications
| Conclusions | Theoretical implications and managerial contributions |
|---|---|
| Tangible and intangible attributes act as stimuli guests perceive during their hotel experiences, generating emotional, cognitive and behavioural repercussions | This study identifies tangible and intangible attributes that positively stimulate perceived value, positive emotions and satisfaction (organism). Such attributes act as stimuli for a nomological chain explained by S-O-R theory that results in behavioural responses (WOM and eWOM). Hotels should prioritise and publicise the attributes that most positively influence the quality guests perceive regarding their experiences |
| The S-O-R theory has never been used in previous investigations in hospitality to describe all the relationships contemplated in the present study | This study is more comprehensive than the previous ones by simultaneously demonstrating that the quality perceived by hotel guests is a stimulus that influences satisfaction, positive emotions, negative emotions and perceived value (organism). Positive emotions positively impact guest satisfaction, and negative emotions negatively affect their satisfaction. Guests’ satisfaction impacts WOM and eWOM (responses). HGBE-SNS moderates the relationship between hotel guests’ satisfaction with experiences and eWOM |
| The results of prior research addressing the relationship between price and guest satisfaction are contradictory | This research proves that price does not directly affect hotel guest satisfaction. Hence, hotel managers should refute strategies based exclusively on price reduction as a stimulus to increase guests’ satisfaction |
| Studies that simultaneously focus on the impacts of satisfaction on WOM and eWOM are scarce. The conditions that satisfaction impacts WOM and eWOM differ | Hotel guests’ satisfaction positively affects both WOM and eWOM. However, satisfaction impacts WOM more pronouncedly than eWOM. The explanatory power of satisfaction in eWOM is amplified under the moderating effect of HGBE-SNS. Therefore, hotel managers must segment customers based on their HGBE-SNS and develop distinct strategies depending on guests’ behavioural profiles |
| Conclusions | Theoretical implications and managerial contributions |
|---|---|
| Tangible and intangible attributes act as stimuli guests perceive during their hotel experiences, generating emotional, cognitive and behavioural repercussions | This study identifies tangible and intangible attributes that positively stimulate perceived value, positive emotions and satisfaction (organism). Such attributes act as stimuli for a nomological chain explained by S-O-R theory that results in behavioural responses (WOM and eWOM). Hotels should prioritise and publicise the attributes that most positively influence the quality guests perceive regarding their experiences |
| The S-O-R theory has never been used in previous investigations in hospitality to describe all the relationships contemplated in the present study | This study is more comprehensive than the previous ones by simultaneously demonstrating that the quality perceived by hotel guests is a stimulus that influences satisfaction, positive emotions, negative emotions and perceived value (organism). Positive emotions positively impact guest satisfaction, and negative emotions negatively affect their satisfaction. Guests’ satisfaction impacts WOM and eWOM (responses). HGBE-SNS moderates the relationship between hotel guests’ satisfaction with experiences and eWOM |
| The results of prior research addressing the relationship between price and guest satisfaction are contradictory | This research proves that price does not directly affect hotel guest satisfaction. Hence, hotel managers should refute strategies based exclusively on price reduction as a stimulus to increase guests’ satisfaction |
| Studies that simultaneously focus on the impacts of satisfaction on WOM and eWOM are scarce. The conditions that satisfaction impacts WOM and eWOM differ | Hotel guests’ satisfaction positively affects both WOM and eWOM. However, satisfaction impacts WOM more pronouncedly than eWOM. The explanatory power of satisfaction in eWOM is amplified under the moderating effect of HGBE-SNS. Therefore, hotel managers must segment customers based on their HGBE-SNS and develop distinct strategies depending on guests’ behavioural profiles |
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Please sign in to your personal account to gift article access.
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Gift articles remaining: --
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Gift articles remaining: --
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses.
You have reached the limit of 10 links within a 30 day period.
Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.