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Customer satisfaction & engagement behaviors towards the room rate strategy of luxury hotels

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dc.title Customer satisfaction & engagement behaviors towards the room rate strategy of luxury hotels en
dc.contributor.author Vo, Thi Nga
dc.contributor.author Chovancová, Miloslava
dc.relation.ispartof Tourism and Hospitality Management
dc.identifier.issn 1330-7533 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2019
utb.relation.volume 25
utb.relation.issue 2
dc.citation.spage 403
dc.citation.epage 420
dc.type article
dc.language.iso en
dc.publisher University of Rijeka
dc.identifier.doi 10.20867/thm.25.2.7
dc.relation.uri https://thm.fthm.hr/images/issues/vol25no2/7_Vo_Chovancova.pdf
dc.subject customer engagement behaviors en
dc.subject customer satisfaction en
dc.subject room rate en
dc.subject service quality en
dc.description.abstract Purpose - This study investigates the attributes that impact hotel users' experiences, satisfaction levels, and engagement behaviors through dimensions of the room rate strategy in the context of luxury hotels in Vietnam tourism market. Design/methodology/approach - A questionnaire was prepared, drawing from the scales in literature. A PLS-SEM tool was used to measure and test research hypotheses from the data set of 319 completed surveys in the online and offline form. Findings - The results indicate that higher the service quality towards dynamic hotel room rates, higher are customer satisfaction and engagement behaviors (CEBs). The significant perception of hotel users is mostly caused by “price fairness,” and it in turns, influences customer satisfaction levels. In particular, customer satisfaction serves as a partial mediation on customers' perception of the hotel room rate strategy when service quality and CEBs are perceived. Originality - Understanding the variables that predict room rate strategy proposes suggestions for practitioners and hospitality researchers. This study empirically examines the extent to which factors discussed may influence the hotel room rate strategy accordingly to heighten customers' satisfaction and engagement behaviors. © 2019 University of Rijeka. All rights reserved. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1009499
utb.identifier.obdid 43880718
utb.identifier.scopus 2-s2.0-85076489760
utb.identifier.wok 000511194400008
utb.source j-scopus
dc.date.accessioned 2020-01-07T08:12:38Z
dc.date.available 2020-01-07T08:12:38Z
dc.description.sponsorship Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlin [IGA/FaME/2018/009]
dc.rights Attribution-NonCommercial-ShareAlike 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-sa/4.0/
dc.rights.access openAccess
utb.ou Department of Marketing
utb.contributor.internalauthor Vo, Thi Nga
utb.contributor.internalauthor Chovancová, Miloslava
utb.fulltext.affiliation Nga Thi Vo, Miloslava Chovancová Tomas Bata University in Zlin, Faculty of Economics and Management Department of Marketing Namesti T.G. Masaryka 5555, 76001 Zlin, Czech Republic Email: gavongoc789@gmail.com; based by Hoa Sen University, Tourism Faculty Deparment of Hotel and Restaurant 08, Nguyen Van Trang st., Dist. 01, Ho Chi Minh city, Vietnam Email: nga.vothi@hoasen.edu.vn Tomas Bata University in Zlin, Faculty of Economics and Management Department of Marketing Namesti T.G. Masaryka 5555, 76001 Zlin, Czech Republic Email: chovancova@utb.cz
utb.fulltext.dates Received 25 May 2019 Revised 23 June 2019 26 November 2019 Accepted 2 December 2019
utb.fulltext.sponsorship The research for this paper was financially supported by the Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlin, Grant no.IGA/FaME/2018/009.
utb.wos.affiliation [Nga Thi Vo; Chovancova, Miloslava] Tomas Bata Univ Zlin, Fac Econ & Management, Dept Mkt, Namesti TG Masaryka 5555, Zlin 76001, Czech Republic; [Nga Thi Vo] Hoa Sen Univ, Tourism Fac, Deparment Hotel & Restaurant, 08 Nguyen Trang St,Dist 01, Ho Chi Minh City, Vietnam
utb.scopus.affiliation Tomas Bata University in Zlin, Faculty of Economics and Management, Department of Marketing, Namesti T.G. Masaryka 5555, Zlin, 76001, Czech Republic; Hoa Sen University, Tourism Faculty Deparment of Hotel and Restaurant, 08, Nguyen Van Trang st., Dist. 01, Ho Chi Minh city, Viet Nam
utb.fulltext.projects IGA/FaME/2018/009
utb.fulltext.faculty Faculty of Economics and Management
utb.fulltext.faculty Faculty of Economics and Management
utb.fulltext.ou Department of Marketing
utb.fulltext.ou Department of Marketing
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