Multisensory marketing in the luxury hotel industry: effects on brand experience and customer perceived value

2021 ◽  
Vol 2 (1/2) ◽  
pp. 1
Author(s):  
Klaus Peter Wiedmann ◽  
Janina Haase ◽  
Franziska Labenz ◽  
Nadine Hennigs
Keyword(s):  
Hotel Industry ◽  
Perceived Value ◽  
Brand Experience ◽  
Industry Effects ◽  
Customer Perceived Value ◽  
Luxury Hotel ◽  
Multisensory Marketing

scholarly journals Importance of Customer Perceived Value in Restaurant Businesses: Influence of Brand Experience on Brand Strength and Electronic Word of Mouth

2021 ◽  
Vol 23 (1) ◽  
Author(s):  
Hafiz Ihsan Ur Rehman ◽  
Urva Zainab Zainab ◽  
Hafiz Kashif Iqbal ◽  
Muhammad Amir
Keyword(s):  
Customer Value ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Equation Modeling ◽  
Brand Experience ◽  
Electronic Word Of Mouth ◽  
Brand Strength ◽  
Customer Perceived Value ◽  
The Relationship

The purpose of this paper is to empirically examine the relationship between brand experience, brand strength, and electronic word of mouth along with mediating role of perceived brand value. A total of 308 responses were generated, using an electronic questionnaire. The data was deductively analyzed using reliability, validity, confirmatory factor analysis (CFA), and structural equation modeling (SEM). The results of this study indicate that brand experiences positively influence brand strength and electronic word of mouth. Moreover, the results revealed the partial mediation of customer perceived value in the relationship of brand experience and brand strength and also in the relationship between brand experience and electronic word of mouth. This study explains how restaurants can create electronic word of mouth and increased brand strength through memorable experiences. This study provides insight beyond marketing mix elements, and ad theatrical elements which provide evidence for positive customer value perception increased brand strength, and widely generated word of mouth. The theatrical elements of serving food studied in this research have not been studied before in the context of Pakistani restaurants. Therefore, this study bridges the gap between previous studies.

scholarly journals The influence of CSR on perceived value, social media and loyalty in the hotel industry

2019 ◽  
Vol 23 (3) ◽  
pp. 373-396 ◽  
Author(s):  
Abdulalem Mohammed ◽  
Abdullah Al-Swidi
Keyword(s):  
Social Media ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Hotel Industry ◽  
Perceived Value ◽  
Validity And Reliability ◽  
Content Type ◽  
Customer Perceived Value ◽  
Social Media Engagement ◽  
The Impact

Purpose This study aims to examine how perceptions of corporate social responsibility (CSR) activities (i.e. environment, society and stakeholders) enhance perceived value, social media engagement to win customer loyalty in the hotel industry. In addition, it investigates the mediating effects of customer perceived value and social media engagement between CSR activities and customer loyalty. Design/methodology/approach A self-administered survey was conducted on customers in Malaysia. Based on the data collected from 389 customers, the analysis used the structural equation modelling (SEM) approach. The validity and reliability of the measurements were confirmed before the hypotheses of the study have been tested. Findings The results revealed that CSR related to the environment has significant direct and indirect impacts on customer loyalty. In addition, the effect of perceived value and social media engagement on customer loyalty has been supported. The results also demonstrated the mediating role of perceived value and social media engagement between CSR activities and customer loyalty. Research limitations/implications This study advances the understanding of the impact of CSR activities, perceived value and social media engagement on customer loyalty in the hotel industry. Hoteliers can gain benefits by understanding how specific CSR activities can enhance customer perceived value and social media engagement value, thus leads to customer loyalty. Originality/value This study investigates the association between CSR activities, perceived value, social media engagement and customer loyalty, which has been lacking a full investigation in the hospitality literature.

A decision making model based on fuzzy inference to predict the impact of SCOR® indicators on customer perceived value

2020 ◽  
Vol 223 ◽  
pp. 107520
Author(s):  
Lucas Gabriel Zanon ◽  
Rafael Ferro Munhoz Arantes ◽  
Lucas Daniel Del Rosso Calache ◽  
Luiz Cesar Ribeiro Carpinetti
Keyword(s):  
Decision Making ◽  
Fuzzy Inference ◽  
Perceived Value ◽  
Model Based ◽  
Customer Perceived Value ◽  
Decision Making Model ◽  
The Impact

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

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