酒店空气质量管理对客人认知和情感形象及重游意愿的影响。
Effect of Hotel Air Quality Management on Guests' Cognitive and Affective Images and Revisit Intentions.
机构信息
College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-gu, Seoul 143747, Korea.
Devision of Aeronautics, Cheongju University, 298 Daesung-ro, Cheongwon-gu, Cheongju-si 28503, Korea.
出版信息
Int J Environ Res Public Health. 2021 Sep 4;18(17):9346. doi: 10.3390/ijerph18179346.
Although city air pollution levels significantly affect the hotel industry, few studies have addressed the impact of air quality management on guests' cognitive and affective image formation and revisit intentions. Therefore, this research examined the effects of hotel air quality management on the formation of guests' cognitive and affective images and their revisit intentions. A total of 322 valid samples were obtained by surveying hotel guests who had perceived hotel air quality management activities in the past year, with SPSS 22.0 (IBM, New York, NY, USA) and AMOS 22.0 (IBM, New York, NY, USA) employed for the empirical analysis. The cognitive and affective image constructs revealed that cognitive (perceived value and perceived quality) image influenced revisit intentions but affective image did not. These results provide insights into the need for hotel managers to develop positive cognitive and emotional images through good air quality management and the need to induce customers to revisit based on these images.
尽管城市空气污染水平对酒店业有显著影响，但很少有研究探讨空气质量管理对客人认知和情感形象形成以及重访意愿的影响。因此，本研究考察了酒店空气质量管理对客人认知和情感形象形成及其重访意愿的影响。通过调查过去一年中感知过酒店空气质量管理活动的酒店客人，共获得 322 份有效样本，使用 SPSS 22.0（IBM，纽约，NY，美国）和 AMOS 22.0（IBM，纽约，NY，美国）进行实证分析。认知和情感形象结构表明，认知（感知价值和感知质量）形象影响重访意愿，但情感形象不影响。这些结果为酒店经理提供了一些启示，即需要通过良好的空气质量管理来培养积极的认知和情感形象，并根据这些形象来诱导客户重访。
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