Journal of Quality Assurance in Hospitality & Tourism · 2019 · 14 citations · 88 references
ManagementHospitality ManagementTourism ManagementGuest Experience ManagementHotel ManagementTourismCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionHotel MarketingMobile Hospitality ApplicationsVisitor Experience ManagementContinued Use IntentionCustomer Service ExcellenceHospitality Customer ExperienceHospitality Service QualityHotel Customer ExperienceMobile Guest AppsMobile Guest Service ApplicationsService Excellence
Today, more hotel companies attempt to use hotel apps to provide useful content about hotel facilities, events or promotions, and directions. By using experiential values in the context of hotel app experience, this study explores how hotel guests perceive hotel apps and what affects their satisfaction with those apps and their re-use intentions through Partial Least Squares Structural Equation Modeling (PLS-SEM). A total of 212 usable responses were collected for data analysis through an online survey. The results of structural analysis revealed that while service excellence and esthetic values from hotel app experiences influence guest satisfaction, the playfulness value does not. Theoretical and managerial implications are discussed.
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The theory of planned behavior
Icek Ajzen · Organizational Behavior and Human Decision Processes · 1991 · 84.8K citations