dc.contributor.author |
Serra-Cantallops, Antoni
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|
dc.contributor.author |
Ramon-Cardona, José
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|
dc.contributor.author |
Salvi, Fabiana
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dc.date.accessioned |
2020-04-21T06:28:11Z |
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dc.date.available |
2020-04-21T06:28:11Z |
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dc.identifier.uri |
http://hdl.handle.net/11201/152054 |
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dc.description.abstract |
Purpose - The purpose of this paper is to examine the role that positive emotional experiences play in the generation of electronic word-of-mouth (eWOM) and the influence both variables have, together with customer satisfaction and brand reputation, on customer loyalty in the context of hospitality services. Design/methodology/approach - An online survey has been conducted including customers of an important hotel chain in the holiday up-market segment. The study sample is composed of 878 customers from Germany and the UK. The model has been tested using partial least squares technique. Findings - Results indicate that positive emotional experiences have a positive effect on satisfaction, eWOM generation and company reputation. This study identifies the provision of emotional experiences as a powerful generator of positive eWOM in the hospitality context and it states that customer satisfaction, in itself, does not guarantee positive eWOM generation. Practical implications - Designing unique, tailor-made, memorable experiences can become a key element to increase loyalty and, particularly, to foster the generation of recommendations, that is positive eWOM, in the hotel industry. Originality/value - The study makes a contribution on the antecedents of customer satisfaction, eWOM engagement and loyalty in the specific context of hotel services. |
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dc.format |
application/pdf |
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dc.relation.isformatof |
https://doi.org/10.1108/SJME-03-2018-0009 |
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dc.relation.ispartof |
Spanish Journal of Marketing-ESIC, 2018, vol. 22, num. 2, p. 142-162 |
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dc.rights |
, 2018 |
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dc.subject.classification |
33 - Economia |
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dc.subject.other |
33 - Economics. Economic science |
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dc.title |
The Impact of positive emotional experiences on eWOM generation and loyalty |
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dc.type |
info:eu-repo/semantics/article |
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dc.date.updated |
2020-04-21T06:28:11Z |
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dc.rights.accessRights |
info:eu-repo/semantics/openAccess |
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dc.identifier.doi |
https://doi.org/10.1108/SJME-03-2018-0009 |
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