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Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM.

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Title: Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM.
Authors: Souki, Gustavo Quiroga1,2 (AUTHOR) gustavo@souki.net.br, Oliveira, Alessandro Silva de3 (AUTHOR) alessandro.oliveira@ufms.br, Barcelos, Marco Túlio Correa4 (AUTHOR) marcotuliocb@yahoo.com.br, Guerreiro, Maria Manuela Martins1 (AUTHOR) mmguerre@ualg.pt, Mendes, Júlio da Costa1 (AUTHOR) juliomendes2050@gmail.com, Moura, Luiz Rodrigo Cunha5,6 (AUTHOR) luizrcmoura@gmail.com
Source: TQM Journal. 2024, Vol. 36 Issue 8, p2484-2506. 23p.
Subject Terms: Consumer behavior, Online social networks, Hotel guests, Quality of service, Prices, Perceived quality
Abstract: Purpose: Hotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM) communication. This study aims to (1) verify the impacts of the perceived quality by the guests about their experiences in hotels on their PVM; (2) inspect the influence of guests' perception of hotel prices on PVM; (3) examine the impacts of guest PVM on their hotel experiences on WOM and eWOM and (4) investigate the consequences of the hotel guests' behavioural engagement on social networking sites (HGBE-SNS) on eWOM. Design/methodology/approach: This quantitative and descriptive study consists of a survey with 371 guests who evaluated their experiences at three hotels in Brazil. PLS-SEM tested the hypothetical model that resorted to the stimulus-organism-response theory (S-O-R), proposed by Mehrabian and Russell (1974). Cluster Analysis compared the PVM, WOM and eWOM of groups of hotel guests with different levels of social media engagement. Findings: Perceived quality by hotel guests positively impacts PVM. Perceived price negatively influences PVM. PVM had a positive and robust impact on WOM. PVM impacts and explains weakly eWOM. In contrast, HGBE-SNS affects and better explains eWOM than PVM. Originality/value: This unprecedented investigation concomitantly exhibits the relationships between perceived quality, price, PVM, WOM, eWOM and HGBE-SNS. Hotels must offer high perceived quality experiences to influence PVM and WOM positively. PVM is unable to stimulate eWOM strongly. HGBE-SNS is pivotal for guests to share their hotel experiences through eWOM. This study suggests marketing strategies for hospitality companies to amplify customer engagement on SNS. [ABSTRACT FROM AUTHOR]
Copyright of TQM Journal is the property of Emerald Publishing Limited and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Education Research Complete
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DbLabel: Education Research Complete
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  Data: Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM.
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  Data: <searchLink fieldCode="AR" term="%22Souki%2C+Gustavo+Quiroga%22">Souki, Gustavo Quiroga</searchLink><relatesTo>1,2</relatesTo> (AUTHOR)<i> gustavo@souki.net.br</i><br /><searchLink fieldCode="AR" term="%22Oliveira%2C+Alessandro+Silva+de%22">Oliveira, Alessandro Silva de</searchLink><relatesTo>3</relatesTo> (AUTHOR)<i> alessandro.oliveira@ufms.br</i><br /><searchLink fieldCode="AR" term="%22Barcelos%2C+Marco+Túlio+Correa%22">Barcelos, Marco Túlio Correa</searchLink><relatesTo>4</relatesTo> (AUTHOR)<i> marcotuliocb@yahoo.com.br</i><br /><searchLink fieldCode="AR" term="%22Guerreiro%2C+Maria+Manuela+Martins%22">Guerreiro, Maria Manuela Martins</searchLink><relatesTo>1</relatesTo> (AUTHOR)<i> mmguerre@ualg.pt</i><br /><searchLink fieldCode="AR" term="%22Mendes%2C+Júlio+da+Costa%22">Mendes, Júlio da Costa</searchLink><relatesTo>1</relatesTo> (AUTHOR)<i> juliomendes2050@gmail.com</i><br /><searchLink fieldCode="AR" term="%22Moura%2C+Luiz+Rodrigo+Cunha%22">Moura, Luiz Rodrigo Cunha</searchLink><relatesTo>5,6</relatesTo> (AUTHOR)<i> luizrcmoura@gmail.com</i>
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  Data: <searchLink fieldCode="JN" term="%22TQM+Journal%22">TQM Journal</searchLink>. 2024, Vol. 36 Issue 8, p2484-2506. 23p.
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  Data: <searchLink fieldCode="DE" term="%22Consumer+behavior%22">Consumer behavior</searchLink><br /><searchLink fieldCode="DE" term="%22Online+social+networks%22">Online social networks</searchLink><br /><searchLink fieldCode="DE" term="%22Hotel+guests%22">Hotel guests</searchLink><br /><searchLink fieldCode="DE" term="%22Quality+of+service%22">Quality of service</searchLink><br /><searchLink fieldCode="DE" term="%22Prices%22">Prices</searchLink><br /><searchLink fieldCode="DE" term="%22Perceived+quality%22">Perceived quality</searchLink>
– Name: Abstract
  Label: Abstract
  Group: Ab
  Data: Purpose: Hotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM) communication. This study aims to (1) verify the impacts of the perceived quality by the guests about their experiences in hotels on their PVM; (2) inspect the influence of guests' perception of hotel prices on PVM; (3) examine the impacts of guest PVM on their hotel experiences on WOM and eWOM and (4) investigate the consequences of the hotel guests' behavioural engagement on social networking sites (HGBE-SNS) on eWOM. Design/methodology/approach: This quantitative and descriptive study consists of a survey with 371 guests who evaluated their experiences at three hotels in Brazil. PLS-SEM tested the hypothetical model that resorted to the stimulus-organism-response theory (S-O-R), proposed by Mehrabian and Russell (1974). Cluster Analysis compared the PVM, WOM and eWOM of groups of hotel guests with different levels of social media engagement. Findings: Perceived quality by hotel guests positively impacts PVM. Perceived price negatively influences PVM. PVM had a positive and robust impact on WOM. PVM impacts and explains weakly eWOM. In contrast, HGBE-SNS affects and better explains eWOM than PVM. Originality/value: This unprecedented investigation concomitantly exhibits the relationships between perceived quality, price, PVM, WOM, eWOM and HGBE-SNS. Hotels must offer high perceived quality experiences to influence PVM and WOM positively. PVM is unable to stimulate eWOM strongly. HGBE-SNS is pivotal for guests to share their hotel experiences through eWOM. This study suggests marketing strategies for hospitality companies to amplify customer engagement on SNS. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
  Label:
  Group: Ab
  Data: <i>Copyright of TQM Journal is the property of Emerald Publishing Limited and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=ehh&AN=181070668
RecordInfo BibRecord:
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      – Type: doi
        Value: 10.1108/TQM-03-2023-0088
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      – Code: eng
        Text: English
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        PageCount: 23
        StartPage: 2484
    Subjects:
      – SubjectFull: Consumer behavior
        Type: general
      – SubjectFull: Online social networks
        Type: general
      – SubjectFull: Hotel guests
        Type: general
      – SubjectFull: Quality of service
        Type: general
      – SubjectFull: Prices
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      – SubjectFull: Perceived quality
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      – TitleFull: Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM.
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            NameFull: Souki, Gustavo Quiroga
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              M: 08
              Text: 2024
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