Percorrer por autor "Alipourianzadeh, Rahil"
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- Customer equity drivers and emotions on algarve 5-star hotel clients´ satisfaction and loyaltyPublication . Alipourianzadeh, Rahil; Rebelo, Efigénio; Silva, Nelson Tavares daThe tourism and hotel industry are critical drivers for Portugal, particularly for Algarve’s economy. The hotel industry’s demand depends not only on macroeconomic variables of countries of the tourists but also on other customer behavior issues, such as Satisfaction, Loyalty, Emotions, and Customer Equity drivers, which are significantly related. All these items are essential for customer decision making. Therefore, understanding their relations can be useful for academia and, by knowledge transfer, to the industry. This research aimed to clarify the relationships between Customer Equity Drivers and Emotions with Satisfaction and Loyalty of five-star hotel clients from Algarve’s predominant tourist nationalities, contributing to a more integrative conceptual model. For this purpose, the perspectives of two leading hotel brands in Algarve were compared with the perspective of their clients. Questionnaires were administrated amongst five-star hotel clients from the two famous brands, who stayed overnight during July, August, and September of 2019 in the Algarve region. A sample of 133 respondents from the predominant tourist nationalities with valid answers was achieved. The five-star hotels’ management answered the questionnaires based on their data and perception to compare their clients’ perspectives. Complementary, the emotions of tourists about the Algarve region were also studied. The analysis was done in an exploratory approach, using three-way data analysis supported by Multiple Factor Analysis (MFA) developed by Escofier and Pagès (1985). The MFA results confirmed stability between the dimensions constructed with the two hotel brands and clients’ data. It was identified, as expected, an opposition between negative emotions and all other model items. Nonetheless, there was a more evident linkage between positive emotions, joy, and happiness, with overall satisfaction and perception of brand ethics. Another highlighted linkage was between positive emotion enthusiasm, service/product quality, and attitudinal loyalties. The results showed that hotel brand one is a variance with the other two perspectives. This difference was mostly related to Portuguese nationality clients. The presupposes of the proposed conceptual model were aligned with the research results.