Research on Customer Behavioral Intention of Hot Spring Resorts Based on SOR Model: The Multiple Mediation Effects of Service Climate and Employee Engagement
Year: 2022
Type: article
Study design: Observational Study
Abstract: Based on the stimulus–organism–response (SOR) model, this study explored customer behavioral intentions and influencing factors in the service industry, represented by hotels. It studied the servicescape, customer emotions, and customer behavioral intentions. PROCESS analysis was conducted on 305 valid questionnaires collected from hot spring resorts. The study found that servicescape can predict customer behavioral intentions, that customer emotions have a partial mediating effect in the influence of servicescape on customer behavioral intentions, and that service climate and employee engagement have multiple mediation effects in the SOR model. Therefore, the researchers suggest that hotels can improve customer perceptions through decoration and staff management, and thereby develop the hotel in a sustainable way.
Source: Sustainability
DOI: 10.3390/su14148869
Authors: Zhengyan Guo, Yao Yao, Yuan-Cheng Chang
Institution: Dhurakij Pundit University
Language: English
Domain: Social Sciences
Open Access status: gold
Estimated APC paid: $2,094
OpenAlex ID: W4286501667