Understanding the relationships of servicescape, value, image, pleasure, and behavioral intentions among hotel customers

Abstract

The main objective of this study is to emphasize the importance of servicescape elements for business organizations, and to examine their effect on customers’ perception of value, image, and pleasure. Bearing in mind the amount of time that customers in hotel businesses spend with servicescape elements and that the effect of these elements influence their perception, it is worth noting that there are few studies in this field and this study aims to contribute to the literature and aid practitioners. A total of 366 cases from a survey were used to assess overall fit of the proposed model and to test hypotheses using structural equation modeling. The findings indicated that servicescape perceptions of tourists have a positive and significant effect on value, image, and pleasure, whereas the effect of image on pleasure and the effect of value perceptions on behavioral intentions were found to be insignificant.