Influence of individual and social values on customer engagement in luxury thermal spa hotels: the mediating roles of perceived justice and brand experience
Influence of individual and social values on customer engagement in luxury thermal spa hotels: the mediating roles of perceived justice and brand experience
This study aims to examine how values (i.e., individual and social values) influence customer engagement after managing a service failure in the thermal spa hotel context, and the mediating roles of perceived justice and brand experience. The data was collected from a survey of guests of luxury thermal spa hotels in Portugal, and the research model was assessed using partial least squares structural equation modeling. The results show that individual values affect perceived justice and brand experience, which in turn contribute to a higher level of customer engagement. Brand experience is a better mediator of the relationship between individual values and customer engagement than perceived justice. The novelty of this study is highlighted by the mediating effects of perceived justice and brand experience on the relationship between individual values and customer engagement.
brand experience, customer engagement, luxury thermal spa hotel, Luxury values, perceived justice
90-103
Japutra, Arnold
004a3f8c-4d07-4cc7-8660-c5b3a5983760
Loureiro, Sandra Maria Correia
f251a29d-fcbd-43cc-b5f3-5f1cb507f3d0
Molinillo, Sebastian
e885b292-1126-4742-b838-bf7d0e045453
Primanti, Haryani
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January 2025
Japutra, Arnold
004a3f8c-4d07-4cc7-8660-c5b3a5983760
Loureiro, Sandra Maria Correia
f251a29d-fcbd-43cc-b5f3-5f1cb507f3d0
Molinillo, Sebastian
e885b292-1126-4742-b838-bf7d0e045453
Primanti, Haryani
0cd3a771-510a-44f2-8147-c7b757321633
Japutra, Arnold, Loureiro, Sandra Maria Correia, Molinillo, Sebastian and Primanti, Haryani
(2025)
Influence of individual and social values on customer engagement in luxury thermal spa hotels: the mediating roles of perceived justice and brand experience.
Tourism and Hospitality Research, 25 (1), .
(doi:10.1177/14673584231188847).
Abstract
This study aims to examine how values (i.e., individual and social values) influence customer engagement after managing a service failure in the thermal spa hotel context, and the mediating roles of perceived justice and brand experience. The data was collected from a survey of guests of luxury thermal spa hotels in Portugal, and the research model was assessed using partial least squares structural equation modeling. The results show that individual values affect perceived justice and brand experience, which in turn contribute to a higher level of customer engagement. Brand experience is a better mediator of the relationship between individual values and customer engagement than perceived justice. The novelty of this study is highlighted by the mediating effects of perceived justice and brand experience on the relationship between individual values and customer engagement.
Text
japutra-et-al-2023-influence-of-individual-and-social-values-on-customer-engagement-in-luxury-thermal-spa-hotels-the
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e-pub ahead of print date: 13 July 2023
Published date: January 2025
Keywords:
brand experience, customer engagement, luxury thermal spa hotel, Luxury values, perceived justice
Identifiers
Local EPrints ID: 500473
URI: http://eprints.soton.ac.uk/id/eprint/500473
ISSN: 1467-3584
PURE UUID: 8858d624-4ac8-424a-b143-001cfa08f7ef
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Date deposited: 01 May 2025 16:31
Last modified: 02 May 2025 02:17
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Contributors
Author:
Arnold Japutra
Author:
Sandra Maria Correia Loureiro
Author:
Sebastian Molinillo
Author:
Haryani Primanti
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