Work

Influence of individual and social values on customer engagement in luxury thermal spa hotels: The mediating roles of perceived justice and brand experience

Year: 2023

Type: article

Abstract: This study aims to examine how values (i.e., individual and social values) influence customer engagement after managing a service failure in the thermal spa hotel context, and the mediating roles of perceived justice and brand experience. The data was collected from a survey of guests of luxury thermal spa hotels in Portugal, and the research model was assessed using partial least squares structural equation modeling. The results show that individual values affect perceived justice and brand experience, which in turn contribute to a higher level of customer engagement. Brand experience is a better mediator of the relationship between individual values and customer engagement than perceived justice. The novelty of this study is highlighted by the mediating effects of perceived justice and brand experience on the relationship between individual values and customer engagement.

Source: Tourism and Hospitality Research

DOI: 10.1177/14673584231188847

Authors: Arnold Japutra, Sandra Maria Correia Loureiro, Sebastian Molinillo, Haryani Primanti

Institutions: The University of Western Australia, University of Indonesia, Iscte – Instituto Universitário de Lisboa, Unidade de Investigação em Desenvolvimento Empresarial, Universidad de Málaga

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

Estimated APC paid: $3,000

Funder: Universitas Indonesia