Re-interpreting �Luxury Hospitality� Through Experienscape, Customer Satisfaction, and Customer Well-being
Since customers are the ultimate perceivers or definers of their experiences, so they may carry different meanings and interpretations of �luxury�. Some may perceive �luxury� when the state of satisfaction or delight is achieved, whereas for others, �luxury� may be experienced when one f...
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Springer Science and Business Media Deutschland GmbH
2023
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oai:scholars.utp.edu.my:342632023-01-09T05:04:59Z http://scholars.utp.edu.my/id/eprint/34263/ Re-interpreting â��Luxury Hospitalityâ�� Through Experienscape, Customer Satisfaction, and Customer Well-being Awan, M.I. Shamim, A. Saleem, M.S. Since customers are the ultimate perceivers or definers of their experiences, so they may carry different meanings and interpretations of â��luxuryâ��. Some may perceive â��luxuryâ�� when the state of satisfaction or delight is achieved, whereas for others, â��luxuryâ�� may be experienced when one feels an enhancement in his/her well-being resulting from a service experience. However, service providers nowadays are also trying to enhance customer well-being which is considered something beyond customer satisfaction as per contemporary service literature. Therefore, this research aims to re-interpret luxury hospitality from the experienscape perspective to predict perceived well-being (a human-centric outcome) through customer satisfaction (a behavioral affective reaction) in the context of Malaysian beach resort hotels. Using a questionnaire as a research instrument, data was collected from beach resort hotel guests who stayed at any one of the fifteen 5-star and 4-star beach resort hotels located in Langkawi, Malaysia. A total of 306 responses were obtained from the beach resort hotel guests, using a convenience and snowball sampling approach. A significant and positive effect of functional, natural, and cultural experienscape on customer satisfaction was found, while sensory and social experienscape had a non-significant impact on customer satisfaction. Also, there was a significant and positive effect of social and natural experienscape on perceived well-being, while sensory, functional, and cultural experienscape had a non-significant effect on perceived well-being. Moreover, there was a significant impact of customer satisfaction on perceived well-being and customer satisfaction also mediates the relationship between experienscape components and perceived well-being. Our findings are theoretically meaningful as it is the first empirical research that translated â��luxuryâ�� through the interaction between experienscape and perceived well-being through the mediation of customer satisfaction in the context of beach resort hotels. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG. Springer Science and Business Media Deutschland GmbH 2023 Article NonPeerReviewed Awan, M.I. and Shamim, A. and Saleem, M.S. (2023) Re-interpreting â��Luxury Hospitalityâ�� Through Experienscape, Customer Satisfaction, and Customer Well-being. Lecture Notes in Networks and Systems, 485. pp. 783-804. ISSN 23673370 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85136816111&doi=10.1007%2f978-3-031-08093-7_52&partnerID=40&md5=05a476a95aff8e07aa1e7be8c10cfe5e 10.1007/978-3-031-08093-7₅₂ 10.1007/978-3-031-08093-7₅₂ |
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Since customers are the ultimate perceivers or definers of their experiences, so they may carry different meanings and interpretations of �luxury�. Some may perceive �luxury� when the state of satisfaction or delight is achieved, whereas for others, �luxury� may be experienced when one feels an enhancement in his/her well-being resulting from a service experience. However, service providers nowadays are also trying to enhance customer well-being which is considered something beyond customer satisfaction as per contemporary service literature. Therefore, this research aims to re-interpret luxury hospitality from the experienscape perspective to predict perceived well-being (a human-centric outcome) through customer satisfaction (a behavioral affective reaction) in the context of Malaysian beach resort hotels. Using a questionnaire as a research instrument, data was collected from beach resort hotel guests who stayed at any one of the fifteen 5-star and 4-star beach resort hotels located in Langkawi, Malaysia. A total of 306 responses were obtained from the beach resort hotel guests, using a convenience and snowball sampling approach. A significant and positive effect of functional, natural, and cultural experienscape on customer satisfaction was found, while sensory and social experienscape had a non-significant impact on customer satisfaction. Also, there was a significant and positive effect of social and natural experienscape on perceived well-being, while sensory, functional, and cultural experienscape had a non-significant effect on perceived well-being. Moreover, there was a significant impact of customer satisfaction on perceived well-being and customer satisfaction also mediates the relationship between experienscape components and perceived well-being. Our findings are theoretically meaningful as it is the first empirical research that translated �luxury� through the interaction between experienscape and perceived well-being through the mediation of customer satisfaction in the context of beach resort hotels. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG. |
| format |
Article |
| author |
Awan, M.I. Shamim, A. Saleem, M.S. |
| spellingShingle |
Awan, M.I. Shamim, A. Saleem, M.S. Re-interpreting �Luxury Hospitality� Through Experienscape, Customer Satisfaction, and Customer Well-being |
| author_facet |
Awan, M.I. Shamim, A. Saleem, M.S. |
| author_sort |
Awan, M.I. |
| title |
Re-interpreting �Luxury Hospitality� Through Experienscape, Customer Satisfaction, and Customer Well-being |
| title_short |
Re-interpreting �Luxury Hospitality� Through Experienscape, Customer Satisfaction, and Customer Well-being |
| title_full |
Re-interpreting �Luxury Hospitality� Through Experienscape, Customer Satisfaction, and Customer Well-being |
| title_fullStr |
Re-interpreting �Luxury Hospitality� Through Experienscape, Customer Satisfaction, and Customer Well-being |
| title_full_unstemmed |
Re-interpreting �Luxury Hospitality� Through Experienscape, Customer Satisfaction, and Customer Well-being |
| title_sort |
re-interpreting �luxury hospitality� through experienscape, customer satisfaction, and customer well-being |
| publisher |
Springer Science and Business Media Deutschland GmbH |
| publishDate |
2023 |
| url |
http://scholars.utp.edu.my/id/eprint/34263/ https://www.scopus.com/inward/record.uri?eid=2-s2.0-85136816111&doi=10.1007%2f978-3-031-08093-7_52&partnerID=40&md5=05a476a95aff8e07aa1e7be8c10cfe5e |
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1754532149581578240 |
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