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2016 | 7 | 1 | 13-20

Article title

Customer delight: perception of hotel spa consumers

Title variants

Languages of publication

EN

Abstracts

EN
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.

Publisher

Year

Volume

7

Issue

1

Pages

13-20

Physical description

Dates

published
2016-05-01
received
2014-10-20
accepted
2015-02-22
online
2016-05-26

Contributors

  • Polytechnic Institute of Leiria (IPL), School of Tourism and Maritime Technology (ESTM), Campus 4 – Santuário Nossa Senhora dos Remédios, 2520- 641 Peniche – Portugal, Tel: (+351) 262 783 607
  • University of Extremadura, Faculty of Economics and Business Management, Avda. de Elvas, s/n. Edificio Rectorado 06006 Badajoz, Spain
author
  • Polytechnic Institute of Leiria (IPL), School of Tourism and Maritime Technology (ESTM), 2520-641 Peniche – Portugal

References

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Document Type

Publication order reference

Identifiers

YADDA identifier

bwmeta1.element.doi-10_1515_ejthr-2016-0002
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