Customer delight: perception of hotel spa consumers
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.8/5908 |
Resumo: | Delighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty. |
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Customer delight: perception of hotel spa consumersCustomer delightPerceived service qualityCustomer satisfactionLoyaltySpa tourismDelighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty.De Gruyter OpenIC-OnlineElias-Almeida, AnabelaMiranda, Francisco JavierAlmeida, Paulo2021-07-21T10:16:34Z20162016-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.8/5908engElias-Almeida, A., Miranda, F.J. Almeida, P. (2016). Customer delight: perception of hotel spa consumers. European Journal of Tourism, Hospitality and Recreation, 7(1), 13-20. https://doi.org/10.1515/ejthr-2016-00022182-492410.1515/ejthr-2016-0002info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-01-17T15:52:00Zoai:iconline.ipleiria.pt:10400.8/5908Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T01:49:17.290202Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Customer delight: perception of hotel spa consumers |
title |
Customer delight: perception of hotel spa consumers |
spellingShingle |
Customer delight: perception of hotel spa consumers Elias-Almeida, Anabela Customer delight Perceived service quality Customer satisfaction Loyalty Spa tourism |
title_short |
Customer delight: perception of hotel spa consumers |
title_full |
Customer delight: perception of hotel spa consumers |
title_fullStr |
Customer delight: perception of hotel spa consumers |
title_full_unstemmed |
Customer delight: perception of hotel spa consumers |
title_sort |
Customer delight: perception of hotel spa consumers |
author |
Elias-Almeida, Anabela |
author_facet |
Elias-Almeida, Anabela Miranda, Francisco Javier Almeida, Paulo |
author_role |
author |
author2 |
Miranda, Francisco Javier Almeida, Paulo |
author2_role |
author author |
dc.contributor.none.fl_str_mv |
IC-Online |
dc.contributor.author.fl_str_mv |
Elias-Almeida, Anabela Miranda, Francisco Javier Almeida, Paulo |
dc.subject.por.fl_str_mv |
Customer delight Perceived service quality Customer satisfaction Loyalty Spa tourism |
topic |
Customer delight Perceived service quality Customer satisfaction Loyalty Spa tourism |
description |
Delighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty. |
publishDate |
2016 |
dc.date.none.fl_str_mv |
2016 2016-01-01T00:00:00Z 2021-07-21T10:16:34Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.8/5908 |
url |
http://hdl.handle.net/10400.8/5908 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Elias-Almeida, A., Miranda, F.J. Almeida, P. (2016). Customer delight: perception of hotel spa consumers. European Journal of Tourism, Hospitality and Recreation, 7(1), 13-20. https://doi.org/10.1515/ejthr-2016-0002 2182-4924 10.1515/ejthr-2016-0002 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
De Gruyter Open |
publisher.none.fl_str_mv |
De Gruyter Open |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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