Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels
Customers have become very sensitive regarding the innovative evaluation of services. Due to competition in the hospitality industry, it is a challenge for hotel marketers to understand customers’ behavior. There is scant research in the hotel industry of Pakistan and especially on boutique hotels....
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MDPI AG
2021-08-01
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| Series: | International Journal of Environmental Research and Public Health |
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| Online Access: | https://www.mdpi.com/1660-4601/18/17/9123 |
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doaj-920ef8eb71ac46d4bcab6285f4e174672021-09-09T13:45:08ZengMDPI AGInternational Journal of Environmental Research and Public Health1661-78271660-46012021-08-01189123912310.3390/ijerph18179123Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique HotelsKhalil-ur-Rehman0Mohammad Adnan1Naveed Ahmad2Miklas Scholz3Muhammad Khalique4Rana Tahir Naveed5Heesup Han6Leads Business School, Lahore Leads University, Lahore 54000, PakistanSwiss Business School (SBS), 8302 Kloten, SwitzerlandFaculty of Management Studies, University of Central Punjab, Lahore 54000, PakistanDivision of Water Resources Engineering, Department of Building and Environmental Technology, Faculty of Engineering, Lund University, P.O. Box 118, 221 00 Lund, SwedenFaculty of MUST Business School, Mirpur University of Science and Technology (MUST), Mirpur 10250, PakistanDepartment of Economics and Business Administration, Division of Management and Administrative Sciences, University of Education, Lahore 54000, PakistanCollege of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, KoreaCustomers have become very sensitive regarding the innovative evaluation of services. Due to competition in the hospitality industry, it is a challenge for hotel marketers to understand customers’ behavior. There is scant research in the hotel industry of Pakistan and especially on boutique hotels. This research seeks to measure the relationship between substantive, communicative elements of the sustainable servicescape and behavioral intentions (word of mouth) in a boutique hotel setting. However, the mediating effect of the overall perceived image is examined between these constructs. Responses of boutique hotel visitors were collected from Lahore, Islamabad, Faisalabad, and Murree. Data were analyzed by using structural equation modeling (SEM). Results display that both substantive and communicative servicescape elements positively affect the perceived image of customers, which has a positive influence on behavioral intentions such as word of mouth (WOM). Theoretical and practical implications are also discussed.https://www.mdpi.com/1660-4601/18/17/9123sustainable servicescapeperceived imagebehavioral intentionsS-O-R modelboutique hotels |
| collection |
DOAJ |
| language |
English |
| format |
Article |
| sources |
DOAJ |
| author |
Khalil-ur-Rehman Mohammad Adnan Naveed Ahmad Miklas Scholz Muhammad Khalique Rana Tahir Naveed Heesup Han |
| spellingShingle |
Khalil-ur-Rehman Mohammad Adnan Naveed Ahmad Miklas Scholz Muhammad Khalique Rana Tahir Naveed Heesup Han Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels International Journal of Environmental Research and Public Health sustainable servicescape perceived image behavioral intentions S-O-R model boutique hotels |
| author_facet |
Khalil-ur-Rehman Mohammad Adnan Naveed Ahmad Miklas Scholz Muhammad Khalique Rana Tahir Naveed Heesup Han |
| author_sort |
Khalil-ur-Rehman |
| title |
Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels |
| title_short |
Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels |
| title_full |
Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels |
| title_fullStr |
Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels |
| title_full_unstemmed |
Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels |
| title_sort |
impact of substantive staging and communicative staging of sustainable servicescape on behavioral intentions of hotel customers through overall perceived image: a case of boutique hotels |
| publisher |
MDPI AG |
| series |
International Journal of Environmental Research and Public Health |
| issn |
1661-7827 1660-4601 |
| publishDate |
2021-08-01 |
| description |
Customers have become very sensitive regarding the innovative evaluation of services. Due to competition in the hospitality industry, it is a challenge for hotel marketers to understand customers’ behavior. There is scant research in the hotel industry of Pakistan and especially on boutique hotels. This research seeks to measure the relationship between substantive, communicative elements of the sustainable servicescape and behavioral intentions (word of mouth) in a boutique hotel setting. However, the mediating effect of the overall perceived image is examined between these constructs. Responses of boutique hotel visitors were collected from Lahore, Islamabad, Faisalabad, and Murree. Data were analyzed by using structural equation modeling (SEM). Results display that both substantive and communicative servicescape elements positively affect the perceived image of customers, which has a positive influence on behavioral intentions such as word of mouth (WOM). Theoretical and practical implications are also discussed. |
| topic |
sustainable servicescape perceived image behavioral intentions S-O-R model boutique hotels |
| url |
https://www.mdpi.com/1660-4601/18/17/9123 |
| work_keys_str_mv |
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