The impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty

Abstract

Purpose

This study aims to investigate the impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty.

Design/methodology/approach

Data were collected from 348 respondents living in the United Arab Emirates, and hypotheses were tested using AMOS 28 and structural equation modeling.

Findings

This study’s unique contribution lies in its revelation that emotional perceived value directly impacts guests’ satisfaction, affective commitment and loyalty. Furthermore, it uncovers that emotional-perceived value indirectly influences loyalty through satisfaction and affective commitment.

Practical implications

This research underscores the importance of hotel managers prioritizing guests’ emotional perceived value in their offerings. Managers can significantly enhance guests’ satisfaction, affective commitment and loyalty by highlighting self-gratification, aesthetics, prestige, transaction and hedonics.

Originality/value

This study brings a fresh perspective to understanding customer perceived value (CPV). It argues that the mere emphasis on the functional aspect of CPV would likely fall short of fully comprehending specific outcomes of their experience (e.g. satisfaction-dissatisfaction, loyalty, etc.). Assessing the emotional aspect of CPV, known as emotional customer perceived value (ECPV), adds further explanations and sheds light on the understanding of the CPV concept and its impacts on consumers’ experience. Furthermore, this study emphasizes that emotional perceived value is better comprehended as a multidimensional rather than a unidimensional construct. It adds that the concept of customer value as a multidimensional concept is context-specific (i.e. dimensions vary from one service sector to another), providing a unique and valuable perspective for the luxury hotel industry.

Citation

El-Adly, M.I., Souiden, N. and Khalid, A. (2024), "The impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty", Consumer Behavior in Tourism and Hospitality, Vol. 19 No. 4, pp. 551-567. https://doi.org/10.1108/CBTH-11-2023-0207