Customer delight: perception of hotel spa consumers

Detalhes bibliográficos
Autor(a) principal: Elias-Almeida, Anabela
Data de Publicação: 2016
Outros Autores: Miranda, Francisco Javier, Almeida, Paulo
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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spelling 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
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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)
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instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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