Beta
95473

The Impact of Hotel Service Innovation on Guest's Perceived Value and Return Intention

Article

Last updated: 26 Dec 2024

Subjects

-

Tags

-

Abstract

In hospitality industry several elements could positively affect return intention, such as hotel service innovation and guest's perceived value. Hotel service innovation consists of in many forms such as innovative hotel types, customization of service, use of information technology, process innovation, marketing-focused innovation, brand differentiation and pricing innovation. Guest's perceived value is classified into: emotional value, social value, price value, and quality value. Using data gathered from in-house guests in a sample of five-star hotels, the current study investigated the impact of hotel service innovation on guest's perceived value and return intention. A survey questionnaire was adopted in this study. The questionnaire consisted of 79 items divided into nine groups as innovative hotel types (IHT), customization of service (CS), use of information technology (UIT), process innovation (POI), marketing-focused innovation (MFI), brand differentiation (BD), pricing innovation (PI), guest's perceived value (GPV), and return intention (RI). The hypothesized conceptual model was tested using structural equation modelling (SEM). Findings revealed that hotel service innovation through innovative hotel types, use of information technology, process innovation, marketing-focused innovation, brand differentiation, and pricing innovation significantly impact guest's perceived value. Also, guest's perceived value significantly impacts return intention. In addition, hotel service innovation through innovative hotel types significantly impact return intention.

DOI

10.21608/ijaf.2019.95473

Keywords

Service innovation, perceived value, Return intention, Structural Equation Modelling (SEM)

Authors

First Name

Yasser

Last Name

Ibrahim

MiddleName

-

Affiliation

Hotel Management Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo, Egypt

Email

-

City

-

Orcid

-

First Name

Tamer

Last Name

Abbas

MiddleName

-

Affiliation

Hotel Management Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo, Egypt

Email

-

City

-

Orcid

-

First Name

Nouran

Last Name

Fahmy

MiddleName

-

Affiliation

-

Email

-

City

-

Orcid

-

Volume

5

Article Issue

1

Related Issue

14390

Issue Date

2019-10-01

Receive Date

2020-06-13

Publish Date

2019-10-01

Page Start

166

Page End

191

Print ISSN

2636-4255

Online ISSN

2636-4263

Link

https://ijaf.journals.ekb.eg/article_95473.html

Detail API

https://ijaf.journals.ekb.eg/service?article_code=95473

Order

8

Type

Original Article

Type Code

1,319

Publication Type

Journal

Publication Title

International Academic Journal Faculty of Tourism and Hotel Management

Publication Link

https://ijaf.journals.ekb.eg/

MainTitle

The Impact of Hotel Service Innovation on Guest's Perceived Value and Return Intention

Details

Type

Article

Created At

23 Jan 2023