The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust
Because of the COVID-19, the tourism industry has been greatly affected, especially the occupancy rate of hotel companies. This study analyzes the effects of customer engagement and service evaluation on brand trust and customer behavioral intention based on 437 valid questionnaires from Chinese eco...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Frontiers Media S.A.
2022-04-01
|
| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.852336/full |
| _version_ | 1817991245369180160 |
|---|---|
| author | Xi Chen Yifan Wang Xujie Lyu Jinlong Zhang |
| author_facet | Xi Chen Yifan Wang Xujie Lyu Jinlong Zhang |
| author_sort | Xi Chen |
| collection | DOAJ |
| description | Because of the COVID-19, the tourism industry has been greatly affected, especially the occupancy rate of hotel companies. This study analyzes the effects of customer engagement and service evaluation on brand trust and customer behavioral intention based on 437 valid questionnaires from Chinese economy hotel companies using SPSS and AMOS. The components of customer engagement are subdivided into five dimensions: identification, enthusiasm, attention, absorption and interaction, and the impact of these five dimensions on brand trust in the COVID- 19 is investigated. Finally, it verifies the influence of trust on customers’ word-of-mouth (WOM) intention and customers’ reuse intention. The results of this study not only enrich the research on customer engagement and service evaluation in marketing circles but also give some advice to hotel companies in the COVID-19 customer engagement and service evaluation that can enhance the trust of enterprises and promote the behavior intention of customers, which has certain practical reference value. |
| first_indexed | 2024-04-14T01:10:46Z |
| format | Article |
| id | doaj.art-ea6d581878ef4b84b8fcc329e606a885 |
| institution | Directory Open Access Journal |
| issn | 1664-1078 |
| language | English |
| last_indexed | 2024-04-14T01:10:46Z |
| publishDate | 2022-04-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Psychology |
| spelling | doaj.art-ea6d581878ef4b84b8fcc329e606a8852022-12-22T02:21:05ZengFrontiers Media S.A.Frontiers in Psychology1664-10782022-04-011310.3389/fpsyg.2022.852336852336The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand TrustXi Chen0Yifan Wang1Xujie Lyu2Jinlong Zhang3Business School, Shandong Jianzhu University, Jinan, ChinaBusiness School, Shandong Jianzhu University, Jinan, ChinaBusiness School, Heze University, Heze, ChinaGlobal Food Service Management, Woosuk University, Jeonju, South KoreaBecause of the COVID-19, the tourism industry has been greatly affected, especially the occupancy rate of hotel companies. This study analyzes the effects of customer engagement and service evaluation on brand trust and customer behavioral intention based on 437 valid questionnaires from Chinese economy hotel companies using SPSS and AMOS. The components of customer engagement are subdivided into five dimensions: identification, enthusiasm, attention, absorption and interaction, and the impact of these five dimensions on brand trust in the COVID- 19 is investigated. Finally, it verifies the influence of trust on customers’ word-of-mouth (WOM) intention and customers’ reuse intention. The results of this study not only enrich the research on customer engagement and service evaluation in marketing circles but also give some advice to hotel companies in the COVID-19 customer engagement and service evaluation that can enhance the trust of enterprises and promote the behavior intention of customers, which has certain practical reference value.https://www.frontiersin.org/articles/10.3389/fpsyg.2022.852336/fullservice qualitybrand trustcustomer’s intentionhotelcustomer engagement (CE) |
| spellingShingle | Xi Chen Yifan Wang Xujie Lyu Jinlong Zhang The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust Frontiers in Psychology service quality brand trust customer’s intention hotel customer engagement (CE) |
| title | The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust |
| title_full | The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust |
| title_fullStr | The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust |
| title_full_unstemmed | The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust |
| title_short | The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust |
| title_sort | impact of hotel customer engagement and service evaluation on customer behavior intention the mediating effect of brand trust |
| topic | service quality brand trust customer’s intention hotel customer engagement (CE) |
| url | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.852336/full |
| work_keys_str_mv | AT xichen theimpactofhotelcustomerengagementandserviceevaluationoncustomerbehaviorintentionthemediatingeffectofbrandtrust AT yifanwang theimpactofhotelcustomerengagementandserviceevaluationoncustomerbehaviorintentionthemediatingeffectofbrandtrust AT xujielyu theimpactofhotelcustomerengagementandserviceevaluationoncustomerbehaviorintentionthemediatingeffectofbrandtrust AT jinlongzhang theimpactofhotelcustomerengagementandserviceevaluationoncustomerbehaviorintentionthemediatingeffectofbrandtrust AT xichen impactofhotelcustomerengagementandserviceevaluationoncustomerbehaviorintentionthemediatingeffectofbrandtrust AT yifanwang impactofhotelcustomerengagementandserviceevaluationoncustomerbehaviorintentionthemediatingeffectofbrandtrust AT xujielyu impactofhotelcustomerengagementandserviceevaluationoncustomerbehaviorintentionthemediatingeffectofbrandtrust AT jinlongzhang impactofhotelcustomerengagementandserviceevaluationoncustomerbehaviorintentionthemediatingeffectofbrandtrust |