The Role of Physical Environment, Price Perceptions, and Consumption Emotions in Developing Customer Satisfaction in Chinese Resort Hotels

Journal Article

Ryu, Faizan Ali, Muslim Amin, Kisang . 2016

• نوع عمل المنشور: Research Paper
• رابط المنشور على الويب: http://www.tandfonline.com/toc/wqah20/17/1
• رقم العدد: 1
• رقم الإصدار السنوي: 17
• الصفحات: 45-70

مستخلص المنشور

ABSTRACT
The purpose of this study is to test the relationships between
physical environment, price perceptions, consumption emotions,
and customer satisfaction in Chinese resort hotels. Five
hundred self-administered questionnaires were distributed, and
340 were returned. Findings from this study reveal that the
physical environment is a significant predictor of consumption
emotions and price perceptions, which in turn affect customer
satisfaction. Moreover, consumption emotions and price perceptions
significantly mediate the relationship between physical
environment and customer satisfaction. The management
of resort hotels needs to consider that an attractive physical
environment can be used for developing positive consumption
emotions and price perceptions among customers, which may
then increase their satisfaction.