Exploring the impact of searching and booking time investments on customer's satisfaction with hospitality services
Year: 2024
Type: article
Abstract: This study investigates the impact of time spent in the information search and booking phases on consumer satisfaction during the service experi-ence within the hospitality industry. Using Process modeling tool (observed variable OLS and logistic regression path analysis modeling tool), the research explores how prolonged engagement in these pre-service activities can lead to heightened expectations, resulting in decreased satisfaction when experiencing the service. The study also examines the moderating role of emotional experi-ence during the ser-vice, finding that positive experiences can mitigate the neg-ative effects of extend-ed pre-service time by helping confirm consumer expec-tations. Data were collect-ed from 1,000 tourists in Istanbul, Türkiye, across various 4-star and 5-star hotels and restaurants. The findings suggest that opti-mizing digital platforms to re-duce the time invested in them is critical for en-hancing satisfaction. Additionally, the importance of fostering a positive emo-tional experience during the service is highlighted as a key strategy for confirm-ing previous expectations and maintaining consumer satisfaction. This research contributes, both theoretically and practically, to the understanding of how dif-ferent stages of consumer behavior interact to form satisfaction, offering in-sights for improving service quality and consumer engagement in the hospitali-ty industry.
Authors: Blanco Moreno, Sofía, Costa Feito, Aroa, Rodríguez Santos, Maria Carmen, Casaló, Luis V.
Institutions: Universidad de León, Universidad de León, Universidad de Zaragoza
Language: English
Domain: Social Sciences
Open Access status: green
Funder: European Commission
OpenAlex ID: W6949651620
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