Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable approach) and confirmatory (for the inter-variable approach) findings: first, in spite of being a hedonic experience (leisure tourism), intrinsic values (play and aesthetics) are weaker predictors than extrinsic ones (efficiency and service quality) of both overall value and loyalty. Second, a clear quality-value-satisfaction-loyalty chain is confirmed, with relevant indirect effects. (c) 2015 Elsevier Ltd. All rights reserved.

Value dimensions in consumers' experience: combining the intra- and inter-variable approaches in the hospitality sector, / Gallarza, M; Arteaga, F; Del Chiappa, Giacomo; Gil Saura, I.. - In: INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT. - ISSN 0278-4319. - 47:(2015), pp. 140-150. [10.1016/j.ijhm.2015.03.007]

Value dimensions in consumers' experience: combining the intra- and inter-variable approaches in the hospitality sector,

DEL CHIAPPA, Giacomo;
2015

Abstract

Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable approach) and confirmatory (for the inter-variable approach) findings: first, in spite of being a hedonic experience (leisure tourism), intrinsic values (play and aesthetics) are weaker predictors than extrinsic ones (efficiency and service quality) of both overall value and loyalty. Second, a clear quality-value-satisfaction-loyalty chain is confirmed, with relevant indirect effects. (c) 2015 Elsevier Ltd. All rights reserved.
Value dimensions in consumers' experience: combining the intra- and inter-variable approaches in the hospitality sector, / Gallarza, M; Arteaga, F; Del Chiappa, Giacomo; Gil Saura, I.. - In: INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT. - ISSN 0278-4319. - 47:(2015), pp. 140-150. [10.1016/j.ijhm.2015.03.007]
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11388/59801
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