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Value dimensions in consumers' experience: combining the intra- and inter-variable approaches in the hospitality sector

Gallarza, Martina G. and Arteaga, Francisco and Del Chiappa, Giacomo and Gil-Saura, Irene (2015) Value dimensions in consumers' experience: combining the intra- and inter-variable approaches in the hospitality sector. International Journal of Hospitality Management, Vol. 147 , p. 140-150. ISSN 0278-4319. Article.

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DOI: 10.1016/j.ijhm.2015.03.007

Abstract

Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable approach) and confirmatory (for the inter-variable approach) findings: first, in spite of being a hedonic experience (leisure tourism), intrinsic values (play and aesthetics) are weaker predictors than extrinsic ones (efficiency and service quality) of both overall value and loyalty. Second, a clear quality–value–satisfaction–loyalty chain is confirmed, with relevant indirect effects.

Item Type:Article
ID Code:10900
Status:Published
Refereed:Yes
Uncontrolled Keywords:Value dimensions, extrinsic vs. intrinsic values, perceived value, satisfaction, loyalty
Subjects:Area 13 - Scienze economiche e statistiche > SECS-P/03 Scienza delle finanze
Divisions:002 Altri enti e centri di ricerca del Nord Sardegna > CRENoS-Centro Ricerche Economiche Nord Sud, Università di Cagliari e Università di Sassari
001 Università di Sassari > 01-a Nuovi Dipartimenti dal 2012 > Scienze economiche e aziendali
Publisher:Elsevier
ISSN:0278-4319
Deposited On:25 May 2015 10:26

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