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Indoor and outdoor physical surroundings and guests’ emotional well-being: A luxury resort hotel context

Heesup Han (College of Hospitality and Tourism Management, Sejong University, Seoul, Republic of Korea)
Hyoungeun Moon (School of Hospitality and Tourism Management, Oklahoma State University, Stillwater, USA)
Sunghyup Sean Hyun (School of Tourism, Hanyang University, Seoul, Republic of Korea)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 27 June 2019

Issue publication date: 4 September 2019

Abstract

Purpose

This paper aims to examine the relationship of internal/external physical environments and emotional well-being and to explore the possible influence of such an association with guest satisfaction and retention considering the moderating role of price perception in the luxury resort hotel context.

Design/methodology/approach

A total of 603 responses were gathered from a field survey at luxury resort hotels. The data were analyzed using quantitative data analyses to achieve research objectives.

Findings

The results from the structural model assessment revealed that both internal and external physical environments elicited emotional well-being, which in turn leads to the increased guest satisfaction and retention. More specifically, internal atmospherics had a stronger impact on triggering subsequent variables compared to external environment factors. The outcomes also indicated the significant mediating role of emotional well-being and satisfaction. Emotional well-being was found to mediate the effect of internal and external physical environments on guest satisfaction, while guest satisfaction mediated the effect of emotional well-being on guest retention. Moreover, price perception significantly moderated the guest satisfaction–guest retention association. Overall, the proposed conceptual framework satisfactorily accounted for variance in guest retention.

Originality/value

The findings help practitioners in luxury resort hotels to develop ways to boost guests’ post-purchase behaviors by using internal/external atmospherics and emotional well-being.

Keywords

Acknowledgements

Funding: This work was supported by the National Research Foundation of Korea(NRF) grant funded by the Korea government (*MSIT) (No.2018R1A5A7059549). *Ministry of Science and ICT.

Citation

Han, H., Moon, H. and Hyun, S.S. (2019), "Indoor and outdoor physical surroundings and guests’ emotional well-being: A luxury resort hotel context", International Journal of Contemporary Hospitality Management, Vol. 31 No. 7, pp. 2759-2775. https://doi.org/10.1108/IJCHM-10-2018-0852

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited