The influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry
by Faizan Ali; Muslim Amin
J. for Global Business Advancement (JGBA), Vol. 7, No. 3, 2014

Abstract: The objective of this study is to examine the influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry. A convenient sampling technique was used to select the sample. A total of 500 questionnaires were distributed to customers of resort hotels in four different cities of China out of which 170 were returned (35% response rate). The result from the finding suggests that customers who have higher perceptions of the physical environment are more likely to have positive emotions, increasing customer satisfaction and behavioural intentions. Therefore, Chinese resort hotels need to pay attention to upgrading their facilities in order to elicit positive emotion and maintain their relationship with customer satisfaction.

Online publication date: Thu, 30-Apr-2015

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the J. for Global Business Advancement (JGBA):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com