000078964 001__ 78964 000078964 005__ 20220124163434.0 000078964 0247_ $$2doi$$a10.1108/IJCHM-09-2017-0569 000078964 0248_ $$2sideral$$a109609 000078964 037__ $$aART-2019-109609 000078964 041__ $$aeng 000078964 100__ $$0(orcid)0000-0003-4038-1840$$aBravo, R.$$uUniversidad de Zaragoza 000078964 245__ $$aEffects of service experience on customer responses to a hotel chain 000078964 260__ $$c2019 000078964 5060_ $$aAccess copy available to the general public$$fUnrestricted 000078964 5203_ $$aPurpose: This paper aims to analyse customer experience in a hotel and its impact on customer attitudes to both the individual hotel and the hotel chain. Specifically, the study focuses on the effects of service perceptions on emotions, satisfaction, attitude to hotel chain, intention to return, scepticism towards negative information and Word of Mouth (WOM). Design/methodology/approach: An empirical study was carried out on a sample of 300 individuals. Data were analysed through structural equation modelling. Findings: Service perceptions and emotions elicited by an individual hotel influence the customer response towards the hotel chain. Among all the outcomes considered, the strongest effects are found on WOM. Originality/value: This paper develops and empirically tests an original model that integrates the customer experience in an individual hotel and the customer response to the hotel chain. This model includes variables that have recently been considered in the literature, such as scepticism towards negative information, in combination with more traditional outcomes such as intention to return or WOM. 000078964 536__ $$9info:eu-repo/grantAgreement/ES/DGA/S09$$9info:eu-repo/grantAgreement/ES/MINECO/ECO2013-41257-P 000078964 540__ $$9info:eu-repo/semantics/openAccess$$aAll rights reserved$$uhttp://www.europeana.eu/rights/rr-f/ 000078964 590__ $$a5.667$$b2019 000078964 591__ $$aHOSPITALITY, LEISURE, SPORT & TOURISM$$b6 / 56 = 0.107$$c2019$$dQ1$$eT1 000078964 591__ $$aMANAGEMENT$$b20 / 226 = 0.088$$c2019$$dQ1$$eT1 000078964 592__ $$a2.203$$b2019 000078964 593__ $$aTourism, Leisure and Hospitality Management$$c2019$$dQ1 000078964 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion 000078964 700__ $$0(orcid)0000-0001-9307-5359$$aMartinez, E.$$uUniversidad de Zaragoza 000078964 700__ $$0(orcid)0000-0002-3422-4542$$aPina, J.M.$$uUniversidad de Zaragoza 000078964 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados 000078964 773__ $$g31, 1 (2019), 389-405$$pInt. j. contemp. hosp. manag.$$tInternational Journal of Contemporary Hospitality Management$$x0959-6119 000078964 8564_ $$s190364$$uhttps://zaguan.unizar.es/record/78964/files/texto_completo.pdf$$yPostprint 000078964 8564_ $$s77076$$uhttps://zaguan.unizar.es/record/78964/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint 000078964 909CO $$ooai:zaguan.unizar.es:78964$$particulos$$pdriver 000078964 951__ $$a2022-01-24-16:17:41 000078964 980__ $$aARTICLE