The influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry

Journal Article

Ali, Faizan . 2014

• Publication Work Type: Research Paper
• Issue Number: 3
• Volume Number: 7
• Pages: 249-266

Publication Abstract

environment on emotions, customer satisfaction and behavioural intentions in
Chinese resort hotel industry. A convenient sampling technique was used to
select the sample. A total of 500 questionnaires were distributed to customers
of resort hotels in four different cities of China out of which 170 were returned
(35% response rate). The result from the finding suggests that customers who
have higher perceptions of the physical environment are more likely to have
positive emotions, increasing customer satisfaction and behavioural intentions.
Therefore, Chinese resort hotels need to pay attention to upgrading their
facilities in order to elicit positive emotion and maintain their relationship with
customer satisfaction.
Keywords: physical environment; customer emotions; satisfaction; behavioural
intentions; resort hotels.