Servicescape Effects on Hotel Guests' Willingness to Pay Premiums at Different Stages of Pandemic: A Multi-Phase Study

被引：2

作者：

Fan, Alei ^{[1
]}

Kline, Sheryl F. ^{[2
]}

Liu, Yiran ^{[1
]}

Byrd, Karen ^{[1
]}

机构：

[1] Purdue Univ, Coll Hlth & Human Sci, White Lodging JW Marriot Jr Sch Hospitality & Tour, 900 Mitch Daniels Blvd, W Lafayette, IN 47907 USA

[2] Univ Delaware, Alfred Lerner Coll Business & Econ, Dept Hospitality & Sport Business Management, 303 Alfred Lerner Hall, Newark, DE 19716 USA

来源：

SUSTAINABILITY | 2023年 / 15卷 / 21期

关键词：

servicescape; post-pandemic; willingness to pay premiums; response efficacy; MOTIVATION; CUSTOMERS; IMPACT;

D O I：

10.3390/su152115252

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Drawing on servicescape theory, this research investigates guests' perceptions of and responses to the protection and prevention practices launched by hotels at different stages of the pandemic. The research finds that hotel guests' general response-efficacy beliefs positively influence their perception of the effectiveness of the protection and prevention practices adopted in hotels' physical and social servicescapes, and such positive relationships also show a significant increase from 2020 to 2021. The servicescape effects' downstream results show that hotel guests are willing to pay premium prices for safety servicescapes manifested as protection and prevention practices implemented at the private space or related to employees. This research sheds light on servicescape theory by deconstructing the overall hotel servicescape concept into multiple dimensions, particularly in a health threat situation such as the pandemic, and empirically examining each dimension's effects on guests' monetary response at different timepoints. From a practical perspective, this study provides managerial insights into which servicescape dimensions warrant operational investments by hotels.

引用

页数：14