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Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM

2023-08-30Artigo científico Acesso restrito
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datacite.subject.sdg12:Produção e Consumo Sustentáveis
datacite.subject.sdg08:Trabalho Digno e Crescimento Económico
datacite.subject.sdg09:Indústria, Inovação e Infraestruturas
dc.contributor.authorQuiroga Souki, Gustavo
dc.contributor.authorOliveira, Alessandro Silva de
dc.contributor.authorBarcelos, Marco Túlio Correa
dc.contributor.authorMartins Guerreiro, Maria Manuela
dc.contributor.authorda Costa Mendes, Júlio
dc.contributor.authorMoura, Luiz Rodrigo Cunha
dc.date.accessioned2026-03-17T15:52:43Z
dc.date.available2026-03-17T15:52:43Z
dc.date.issued2023-08-30
dc.description.abstractPurpose – Hotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM) communication. This study aims to (1) verify the impacts of the perceived quality by the guests about their experiences in hotels on their PVM; (2) inspect the influence of guests’ perception of hotel prices on PVM; (3) examine the impacts of guest PVM on their hotel experiences on WOM and eWOM and (4) investigate the consequences of the hotel guests’ behavioural engagement on social networking sites (HGBE-SNS) on eWOM. Design/methodology/approach – This quantitative and descriptive study consists of a survey with 371 guests who evaluated their experiences at three hotels in Brazil. PLS-SEM tested the hypothetical model that resorted to the stimulus-organism-response theory (S-O-R), proposed by Mehrabian and Russell (1974). Cluster Analysis compared the PVM, WOM and eWOM of groups of hotel guests with different levels of social media engagement. Findings – Perceived quality by hotel guests positively impacts PVM. Perceived price negatively influences PVM. PVM had a positive and robust impact on WOM. PVM impacts and explains weakly eWOM. In contrast, HGBE-SNS affects and better explains eWOM than PVM. Originality/value – This unprecedented investigation concomitantly exhibits the relationships between perceived quality, price, PVM, WOM, eWOM and HGBE-SNS. Hotels must offer high perceived quality experiences to influence PVM and WOM positively. PVM is unable to stimulate eWOM strongly. HGBE-SNS is pivotal for guests to share their hotel experiences through eWOM. This study suggests marketing strategies for hospitality companies to amplify customer engagement on SNS.eng
dc.identifier.doi10.1108/tqm-03-2023-0088
dc.identifier.eissn1754-274X
dc.identifier.issn1754-2731
dc.identifier.urihttp://hdl.handle.net/10400.1/28452
dc.language.isoeng
dc.peerreviewedyes
dc.publisherEmerald
dc.relationResearch Centre for Tourism, Sustainability and Well-being
dc.relation.ispartofThe TQM Journal
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectHospitality
dc.subjectConsumer behaviour
dc.subjectTourism
dc.subjectService quality
dc.subjectCustomer services quality
dc.subjectHotels
dc.titleDoes guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOMeng
dc.typejournal article
dspace.entity.typePublication
oaire.awardNumberUIDB/04020/2020
oaire.awardTitleResearch Centre for Tourism, Sustainability and Well-being
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04020%2F2020/PT
oaire.citation.issue8
oaire.citation.titleThe TQM Journal
oaire.citation.volume36
oaire.fundingStream6817 - DCRRNI ID
oaire.versionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
person.familyNameQuiroga Souki
person.familyNameMartins Guerreiro
person.familyNameda Costa Mendes
person.givenNameGustavo
person.givenNameMaria Manuela
person.givenNameJúlio
person.identifier.ciencia-id0616-9DC2-CCD3
person.identifier.ciencia-id5713-4693-71D2
person.identifier.orcid0000-0001-6561-9750
person.identifier.orcid0000-0002-6398-9712
person.identifier.orcid0000-0003-2900-418X
person.identifier.scopus-author-id38361439300
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
relation.isAuthorOfPublicationf4e32277-57cc-4660-9cdc-6f8c31bb645d
relation.isAuthorOfPublication170ced6a-52fd-43de-8d15-69b01a11edfe
relation.isAuthorOfPublication241da1df-cabc-41d3-952a-8cbcb2c07777
relation.isAuthorOfPublication.latestForDiscoveryf4e32277-57cc-4660-9cdc-6f8c31bb645d
relation.isProjectOfPublicationfa579efb-63c0-486e-b05d-859542b73647
relation.isProjectOfPublication.latestForDiscoveryfa579efb-63c0-486e-b05d-859542b73647

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