Emotions, price and quality expectations in hotel services

CITATION

Pelegrín-Borondo, J., Arias-Oliva, M., & Olarte-Pascual, C. (2017). Emotions, price and quality expectations in hotel services. Journal of Vacation Marketing, 23(4), 322-338.

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ABSTRACT
Price, service-quality expectations and emotions have all been found to play a key role in customers’
assessments of offers, but little attention has been given to how these variables interrelate. This article
presents an original model to study these interrelations. The model was tested on a sample of 841
hotel customers using structural equation modelling. The results show that the stronger the customers’
emotions, the more likely they were to perceive the product as cheap and the higher their
predictive expectations of service quality. Additionally, although the observed price level influenced
customers’ predictive expectations, the perception of a product as expensive or cheap did not. These
findings have important business implications.


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