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Publication Detailed Description
Influence of individual and social values on customer engagement in luxury thermal spa hotels: The mediating roles of perceived justice and brand experience
Journal Title
Tourism and Hospitality Research
Year (definitive publication)
2025
Language
English
Country
United Kingdom
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Abstract
This study aims to examine how values (i.e., individual and social values) influence customer engagement after managing a service failure in the thermal spa hotel context, and the mediating roles of perceived justice and brand experience. The data was collected from a survey of guests of luxury thermal spa hotels in Portugal, and the research model was assessed using partial least squares structural equation modeling. The results show that individual values affect perceived justice and brand experience, which in turn contribute to a higher level of customer engagement. Brand experience is a better mediator of the relationship between individual values and customer engagement than perceived justice. The novelty of this study is highlighted by the mediating effects of perceived justice and brand experience on the relationship between individual values and customer engagement.
Acknowledgements
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Keywords
Luxury values,Perceived justice,Brand experience,Customer engagement,Luxury thermal spa hotel
Fields of Science and Technology Classification
- Economics and Business - Social Sciences
Funding Records
| Funding Reference | Funding Entity |
|---|---|
| SEJ-567 | Plan Andaluz de Investigación, Desarrollo e Innovación de la Junta de Andalucía (Spain) |
| NKB-1088/UN2.RST/HKP.05.00/2022 | Universitas Indonesia |
Contributions to the Sustainable Development Goals of the United Nations
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