Proceedings of the 2022 2nd International Conference on Education, Information Management and Service Science (EIMSS 2022)

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Research on the Correlation Mechanism Between Hotel Service Scene Experience and Customer Behavior Based on a Structural Equation Model

Authors
Ziwen Geng1, *, Wei Le2, Benhai Guo2, Hongjuan Yin2
1College of Air Transport and Engineering, Jincheng College, Nanjing University of Aeronautics and Astronautics, Nanjing, China
2College of Economics and Management, Jiliang University, Hangzhou, China
*Corresponding author. Email: 1529427377@qq.com
Corresponding Author
Ziwen Geng
Available Online 12 December 2022.
DOI
10.2991/978-94-6463-024-4_26How to use a DOI?
Keywords
service scenario; brand attachment; behavioral intention; comfort
Abstract

In the service environment, establishing a good service space is a key link of enhancing competitiveness. This paper used the Stimulus-Organism-Response model as the research framework to construct a structural equation model of service scene perception, brand attachment, comfort feeling and behavior intention, and explored the influence mechanism between service scene perception and behavior intention. Using SmartPLS3.0 to conduct empirical analysis on 190 questionnaire data, the results showed that hotel service scene had a significant impact on mobilizing consumer comfort (β = 0.621, T = 5.981, P < 0.001) and promoting consumer brand attachment (β = 0.420, T = 4.239, P < 0.001). By enhancing consumers’ comfort and brand attachment, consumers could increase their willingness to repurchase, purchase at a premium, and recommendation. Among the influences of consumers’ perception of service space on behavioral intention, brand attachment and comfort perception played a part of mediating role.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2022 2nd International Conference on Education, Information Management and Service Science (EIMSS 2022)
Series
Atlantis Highlights in Computer Sciences
Publication Date
12 December 2022
ISBN
978-94-6463-024-4
ISSN
2589-4900
DOI
10.2991/978-94-6463-024-4_26How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ziwen Geng
AU  - Wei Le
AU  - Benhai Guo
AU  - Hongjuan Yin
PY  - 2022
DA  - 2022/12/12
TI  - Research on the Correlation Mechanism Between Hotel Service Scene Experience and Customer Behavior Based on a Structural Equation Model
BT  - Proceedings of the 2022 2nd International Conference on Education, Information Management and Service Science (EIMSS 2022)
PB  - Atlantis Press
SP  - 243
EP  - 254
SN  - 2589-4900
UR  - https://doi.org/10.2991/978-94-6463-024-4_26
DO  - 10.2991/978-94-6463-024-4_26
ID  - Geng2022
ER  -