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Publicação
Customer delight: perception of hotel spa consumers
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Orientador(es)
Resumo(s)
Delighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable
positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to
customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight,
the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty.
Descrição
Palavras-chave
Customer delight Perceived service quality Customer satisfaction Loyalty Spa tourism
Contexto Educativo
Citação
Elias-Almeida, A., Miranda, F.J. Almeida, P. (2016). Customer delight: perception of hotel spa consumers. European Journal of Tourism, Hospitality and Recreation, 7(1), 13-20. https://doi.org/10.1515/ejthr-2016-0002
Editora
De Gruyter Open