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

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