Effect of Consumption Emotion on Hotel and Resort Spa Experience
ABSTRACT Very few studies focus on the behavior of hotel and resort spa customers in China. Hence, this research proposes a model for testing the impact of spa service quality, positive and negative consumption emotions, and hedonic and utilitarian perceived value on the behavioral intentions to visit a spa. The valid sample comprised 487 customers of five star hotel/resort spas in China. Data were obtained from the self administered survey answered by respondents constituting the sample. This study identified the vital function of consumption emotion, especially positive emotion dimension. The results indicated the mediating influence of positive emotion on connecting service quality and creating the perceived value of consumers as well as behavioral intention in the hotel and resort spa context.