Customer Hedonism in Hospitality Services: A Study of Antecedents and Consequences (Conference presentation)
Lim, W.M./ Ting, D.H.
Increasing occupancy rates and revenue by improving customer experience has become the aim of modern
hospitality organisations. Investigation of attributes that creates customer hedonism has been suggested in several
disciplines, such as sociology and psychology, to better understand consumer emotions and behaviours in maximising the
value of customer experience. Although many researchers have illustrated the significant effect of hedonism on behavioural
decisions, the understanding on what are the factors that actually facilitate the creation of hedonism remains in the dark.
Moreover, existing studies in this area are often confined to consumer goods and retailing. Notably, much of the pioneering
work on consumer behavioural decisions in existing hospitality researches has largely focused on the cognitive aspects of
decision-making without exploring extensively on its emotional dimension. This study attempts to address this gap by
examining the antecedents and consequences of customer hedonism in hospitality services. Results from the study supported
all proposed hypotheses, which suggests that customer hedonism is positively influenced by service quality, servicescape,
exclusivity, brand and personalisation afford by hospitality providers. Further, the results highlighted the importance of
understanding and facilitating service offerings that is aligned to consumers’ need for hedonism in creating satisfaction and
positive perceived value to facilitate favourable behavioural intentions. Implications for theory and practice are articulated,
research limitations are identified, and avenues for future research are presented.
Institution and School/Department of submitter: | Σχολή Διοίκησης και Οικονομίας / Τμήμα Διοίκησης Επιχειρήσεων |
Keywords: | Customer Hedonism;Ηδονισμός πελάτη;Hospitality Services;Υπηρεσίες φιλοξενίας;Consumer Behaviour;Συμπεριφορά καταναλωτή |
Citation: | International Conference on Contemporary Marketing Issues (ICCMI) 13 – 15 June 2012 Thessaloniki, Greece |
Description: | Άρθρο Συνεδρίου--ΑΤΕΙΘ, 2012 |
URI: | http://195.251.240.227/jspui/handle/123456789/1275 |
Publisher: | Alexander Technological Educational Institute (ATEI) of Thessaloniki, Department of Marketing Bucks New University |
Appears in Collections: | ICCMI (2012) |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Lim_W.M._Ting_D.H_Customer_Hedonism_in_Hospitality_Services.pdf | 393.21 kB | Adobe PDF | View/Open |
Please use this identifier to cite or link to this item:
This item is a favorite for 0 people.
http://195.251.240.227/jspui/handle/123456789/1275
This item is licensed under a Creative Commons License