The Effect of Hotel Segments and Expected Experience of Hotel Services on Cognitive, Emotional and Behavioral Responses of Hotel Guests with Regard to the Misleading Images on Websites

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HEIDARZADEH HANZAEE KAMBIZ; NAJAFI KOBRA; Kordbagh Zahra

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Journal Paper

Paper Information

Journal: JOURNAL OF MARKETING MANAGEMENT Year:2017 | Volume:10 | Issue:33 Page(s): 1-27

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Title

The Effect of Hotel Segments and Expected Experience of Hotel Services on Cognitive, Emotional and Behavioral Responses of Hotel Guests with Regard to the Misleading Images on Websites

Author(s)

HEIDARZADEH HANZAEE KAMBIZ | NAJAFI KOBRA | Kordbagh Zahra | Issue Writer Certificate

Keywords

Hotel SegmentQ1

Expected Experience of Hotel ServicesQ1

Cognitive ResponseQ1

Emotional ResponseQ1

Behavioral ResponseQ1

Abstract

This experimental research investigates the effect of Hotel Segments and Expected Experience of Hotel Services on cognitive, emotional and Behavioral Responses of guests, regarding the misleading images on websites. This study was conducted to compensate for the lack of research into adverse effects of unrealistic images on cognitive, emotional and Behavioral Responses of guests receiving hotel services and the interactive effect of expected experience and Hotel Segments on guests’ responses. Findings show that misleading images lead to less trust in luxury hotels compared to economy ones. Luxury hotel guests express more anger and regret and stronger intentions of negative word of mouth about luxury hotels, compared to economy hotel guests. Additionally, these images generate more distrust, anger, regret and intentions of negative WOM among guests with hedonic purposes compared to those with utilitarian purposes. The interaction between luxury hotels and hedonic purposes elicits the strongest cognitive, emotional and Behavioral Responses.

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APA: Copy

HEIDARZADEH HANZAEE, KAMBIZ, NAJAFI, KOBRA, & Kordbagh, Zahra. (2017). The Effect of Hotel Segments and Expected Experience of Hotel Services on Cognitive, Emotional and Behavioral Responses of Hotel Guests with Regard to the Misleading Images on Websites. JOURNAL OF MARKETING MANAGEMENT, 10(33 ), 1-27. SID. https://sid.ir/paper/218921/en

Vancouver: Copy

HEIDARZADEH HANZAEE KAMBIZ, NAJAFI KOBRA, Kordbagh Zahra. The Effect of Hotel Segments and Expected Experience of Hotel Services on Cognitive, Emotional and Behavioral Responses of Hotel Guests with Regard to the Misleading Images on Websites. JOURNAL OF MARKETING MANAGEMENT[Internet]. 2017;10(33 ):1-27. Available from: https://sid.ir/paper/218921/en

IEEE: Copy

KAMBIZ HEIDARZADEH HANZAEE, KOBRA NAJAFI, and Zahra Kordbagh, “The Effect of Hotel Segments and Expected Experience of Hotel Services on Cognitive, Emotional and Behavioral Responses of Hotel Guests with Regard to the Misleading Images on Websites,” JOURNAL OF MARKETING MANAGEMENT, vol. 10, no. 33 , pp. 1–27, 2017, [Online]. Available: https://sid.ir/paper/218921/en

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