Effects of experiential stimuli on customers’ responses: An example of bed and breakfast websites

Abstract

Purpose

The purpose of this study is to propose four experiential components of e-servicescape that influence customers’ pleasure emotions, satisfaction with bed and breakfast (b&b) websites and behavioral intentions in the context of the b&b industry.

Design/methodology/approach

This study is based on a cross-sectional, self-administered online survey from b&b customers.

Findings

This study identifies that both perceived enjoyment and social presence represent positive effects on customers’ pleasure emotions and satisfaction with b&b websites. However, flow experience only influences customers’ pleasure emotions, and interactivity only affects customers’ satisfaction with b&b websites. Results from this study confirm that customers’ pleasure emotions influence their satisfaction with b&b websites and their behavioral intentions.

Originality/value

This paper incorporates the roles of experiential factors of e-servicescape in the context of the b&b industry.

Citation

Lee, S.A., Jeong, M. and Jeon, M.M. (2016), "Effects of experiential stimuli on customers’ responses: An example of bed and breakfast websites", Journal of Hospitality and Tourism Technology, Vol. 7 No. 4, pp. 390-404. https://doi.org/10.1108/JHTT-07-2016-0035