The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm. (January 2019)

• Record Type: Journal Article
• Authors: Choi, Hyeyoon; Kandampully, Jay
• Is Part Of: International journal of hospitality management. Volume 77(2019)
• Page Start: 40
• Page End: 50
• Publication Date: 2019-01
• Subjects: Atmosphere -- Customer satisfaction -- Customer engagement -- S-O-R paradigm -- Gestalt approach -- Upscale hotels; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2018.06.012
• Languages: English
• ISSNs: 0278-4319

Abstract

Highlights: Each atmosphere factor makes a different contribution to customer satisfaction. The room design factor had the greatest effect on customer satisfaction, followed by the social factor. Neither the public design factor nor the ambience factor contributed to customer satisfaction. Satisfied customers were more likely to promote the hotel to others through WOM behavior. Satisfied customers were less likely to make suggestions for improvements. Abstract: Research suggests that atmosphere plays an important role in creating emotional connections between a hotel customer and the hotel and that these connections lead to improved customer satisfaction and customer engagement. The purpose of this research is to identify some of the atmosphere elements within a hotel that might enable customers to better engage with the hotel. A structural equation model (SEM) was employed to test the relationships. Social and room design were found to be significant antecedents to customer satisfaction. The research also found that while satisfied customers were more likely to promote the hotel to others through WOM behavior, they had fewer suggestions for improvement. Theoretical and practical implications are discussed as well.