Examining a Perceived Value Model of Servicescape for Bed-and-Breakfasts

Keywords

Bed-and-breakfast; perceived value; servicescape; sharing economy; word-of-mouth

Abstract

The purpose of this study was to examine the impact of various determinants on bed-and-breakfast (B&B) guests' perceived value, which leads to customer satisfaction and positive word-of-mouth (WOM) intentions. Through online surveys completed by 238 B&B guests, the study examined the proposed theoretical framework via the structural equation modeling technique. Physical space and social relationship factors significantly affected B&B guests' perceived value, customer satisfaction and WOM intentions. The physical space factor contained six dimensions: ambience, layout, decor, signage, image, and cleanliness. The social relationship factor considered attentiveness, professionalism, host-guest interaction, and reliability. The study fills a gap in the literature by establishing a perceived value model encompassing both physical space and social relationship factors in the B&B industry. The study further examines the outcome of satisfaction and WOM. It also provides insights for B&B practitioners to implement in their management and marketing strategies per their guests' expectations and preferences.

Publication Date

6-2023

Original Citation

Zhang, T., Li, B., Huang, A., & Hua, N. (2023). Examining a Perceived Value Model of Servicescape for Bed-and-Breakfasts. Journal of Quality Assurance in Hospitality & Tourism, 24(4), 359–379. https://doi.org/10.1080/1528008X.2022.2051219

Document Type

Paper

Language

English

Source Title

Journal of Quarterly Assurance in Hospitality & Tourism

Volume

24

Issue

4

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

This document is currently not available for download.

View via DOI


Share

COinS
 

Accessibility Statement

This item was created or digitized prior to April 24, 2027, or is a reproduction of legacy media created before that date. It is preserved in its original, unmodified state specifically for research, reference, or historical recordkeeping. In accordance with the ADA Title II Final Rule, the University Libraries provides accessible versions of archival materials upon request. To request an accommodation for this item, please submit an accessibility request form.