Influence of service environment on client loyalty in luxury hotels: A test of the cognition-emotion approach

Manar Ibraheem and Nadine Tournois ()
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Manar Ibraheem: GRM - Groupe de Recherche en Management - EA 4711 - UNS - Université Nice Sophia Antipolis (1965 - 2019) - UniCA - Université Côte d'Azur

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Abstract: Extending the Mehrabian-Russell model (1974), this study proposed a conceptual model to examine the impact of service environment on emotional responses, perceived service quality, and loyalty. As such, the mediator role of optimal stimulation level is taken into account. The proposed model was tested into the context of luxury hotels, which is one of the most important hotel segments in France. The data were collected from 354 individuals who were seen in different places in Nice and who have recently stayed in four or five-star hotels. The hypotheses were tested using structural equation modelling. The results showed that customers' perception of service environment increases customers' evaluation of service quality and positively affects the feeling of pleasure and arousal, which lead to loyalty. In addition, the results indicated that perceived service quality had a significant effect on pleasure and not on arousal. Finally, the moderating role of (OSL) was supported only for the relationship between pleasure and loyalty. The managerial implications, limitations, and suggestions for future research are discussed in the latter part of this study.

Keywords: Loyalty; Emotions; Overall perceived service quality; Service environment; Optimal stimulation level (search for similar items in EconPapers)
Date: 2018-01-01
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Published in Journal of Marketing Trends, 2018, 5 (1), pp.75

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