IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-00946206.html
   My bibliography  Save this paper

Emotions' Impact on Tourists' Satisfaction with Ski Resorts. The Mediating Role of Perceived Value

Author

Listed:
  • Lydie Bonnefoy-Claudet

    (IREGE - Institut de Recherche en Gestion et en Economie - USMB [Université de Savoie] [Université de Chambéry] - Université Savoie Mont Blanc)

  • Nabil Ghantous

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

Abstract

Emotions have been shown to play an important role in consumers' evaluation of their consumption experiences, including extended multiple-encounter touristic ones. The present research investigates the emotions used in the evaluation of customers' experience at a ski resort and how these emotions drive customers' satisfaction. Two quantitative studies are conducted in the French Alps and the data analysed with descriptive statistics and structural equation modelling. The findings uncover the importance of three emotions - joy, excitement and peacefulness - and a strong mediating role of overall perceived value between consumption emotions and satisfaction. Emotions related to "surprise" play no significant role in the evaluation of the ski resort experience. The present findings suggest that managers should focus on staging customers' stay at the resort to stimulate an emotional experience and position their packages based on the promise of such emotional experiences.

Suggested Citation

  • Lydie Bonnefoy-Claudet & Nabil Ghantous, 2013. "Emotions' Impact on Tourists' Satisfaction with Ski Resorts. The Mediating Role of Perceived Value," Post-Print hal-00946206, HAL.
    • Handle: RePEc:hal:journl:hal-00946206
    DOI: 10.1080/10548408.2013.810999
    Note: View the original document on HAL open archive server: https://hal.science/hal-00946206
    as

    Download full text from publisher

    File URL: https://hal.science/hal-00946206/document
    Download Restriction: no
    File URL: https://libkey.io/10.1080/10548408.2013.810999?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Concepción Varela-Neira & Rodolfo Vázquez-Casielles & Víctor Iglesias-Argüelles, 2008. "The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 497-512, May.
    2. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    3. Arnould, Eric J & Price, Linda L, 1993. "River Magic: Extraordinary Experience and the Extended Service Encounter," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 24-45, June.
    4. Wirtz, Jochen & Bateson, John E. G., 1999. "Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm," Journal of Business Research, Elsevier, vol. 44(1), pages 55-66, January.
    5. Richins, Marsha L, 1997. "Measuring Emotions in the Consumption Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(2), pages 127-146, September.
    6. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    7. Philippe Aurier & Yves Evrard & Gilles N'Goala, 2004. "Comprendre et mesurer la valeur du point de vue du consommateur," Post-Print hal-02023028, HAL.
    8. Anick Bosmans & Hans Baumgartner, 2005. "Goal-Relevant Emotional Information: When Extraneous Affect Leads to Persuasion and When It Does Not," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 32(3), pages 424-434, December.
    9. Konu, Henna & Laukkanen, Tommi & Komppula, Raija, 2011. "Using ski destination choice criteria to segment Finnish ski resort customers," Tourism Management, Elsevier, vol. 32(5), pages 1096-1105.
    10. Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
    11. del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
    12. Batra, Rajeev & Ray, Michael L, 1986. "Affective Responses Mediating Acceptance of Advertising," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(2), pages 234-249, September.
    13. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    14. Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(2), pages 197-206, August.
    15. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
    16. Mano, Haim & Oliver, Richard L, 1993. "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 451-466, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Rychalski, Aude & Hudson, Sarah, 2017. "Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context," Journal of Business Research, Elsevier, vol. 71(C), pages 84-91.
    2. Hang Nguyen & Roger Calantone & Ranjani Krishnan, 2020. "Influence of Social Media Emotional Word of Mouth on Institutional Investors’ Decisions and Firm Value," Management Science, INFORMS, vol. 66(2), pages 887-910, February.
    3. Ziye Shang & Jian Ming Luo & Anthony Kong, 2022. "Topic Modelling for Ski Resorts: An Analysis of Experience Attributes and Seasonality," Sustainability, MDPI, vol. 14(6), pages 1-15, March.
    4. Yunduk Jeong & Euisoo Kim & Suk-Kyu Kim, 2020. "Understanding Active Sport Tourist Behaviors in Small-Scale Sports Events: Stimulus-Organism-Response Approach," Sustainability, MDPI, vol. 12(19), pages 1-18, October.
    5. Yunduk Jeong, 2023. "Exploring Tourist Behavior in Active Sports Tourism: An Analysis of the Mediating Role of Emotions and Moderating Role of Surfing Identification," SAGE Open, , vol. 13(3), pages 21582440231, August.
    6. Valery Y. Yao, 2016. "Investigating Consumption-Related Emotions Elicited by Selected Dairy Products Using Product Emotion Measurement," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(1), pages 86-97, February.
    7. Zeling Zhong & Christine Balagué, 2019. "Understanding Consumer Internet of Things appropriation: a hierarchical component modelling approach," Post-Print hal-02145551, HAL.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
    2. Demoulin, Nathalie & Willems, Kim, 2019. "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement," Journal of Business Research, Elsevier, vol. 104(C), pages 295-306.
    3. Ladhari, Riadh, 2007. "The movie experience: A revised approach to determinants of satisfaction," Journal of Business Research, Elsevier, vol. 60(5), pages 454-462, May.
    4. Park, Joohyung & Ha, Sejin, 2016. "Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 310-316.
    5. Pierre Volle & Ahmed Anis Charfi, 2011. "Valeur perçue et comportements en ligne en état d'immersion : le rôle modérateur de l'implication et de l'expertise," Post-Print halshs-00638649, HAL.
    6. Wu, Cedric Hsi-Jui & Liang, Rong-Da, 2011. "The relationship between white-water rafting experience formation and customer reaction: a flow theory perspective," Tourism Management, Elsevier, vol. 32(2), pages 317-325.
    7. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
    8. Abhishek Mishra & Satyabhushan Dash & Naresh Malhotra, 2015. "An integrated framework for design perception and brand equity," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 5(1), pages 28-44, June.
    9. Maria Pollai & Erik Hoelzl & Flavia Possas, 2010. "Consumption-related emotions over time: Fit between prediction and experience," Marketing Letters, Springer, vol. 21(4), pages 397-411, December.
    10. Mouillot, Philippe & Pupion, Pierre-Charles, 2017. "Ecosystem-based Artefacts as a Source of Loyalty at the French Valley of the Monkeys," Ecological Economics, Elsevier, vol. 141(C), pages 106-118.
    11. Sabrina ELBACHIR & Abderrahmane CHENINI, 2016. "The Emotional States of the Consumer in Stores: The PA (Pleasure-Arousal) Adapted to the Algerian Context," Expert Journal of Marketing, Sprint Investify, vol. 4(1), pages 10-19.
    12. Afonso Vieira, Valter & Vaz Torres, Claudio, 2014. "The effect of motivational orientation over arousal-shopping response relationship," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 158-167.
    13. Ma, Lin & Song, Zening & Bian, Xuemei, 2022. "The asymmetric dominance of cognitive versus affective country image in driving purchase: Conditioning roles of cognition-affect intra-valence nature and product type," International Business Review, Elsevier, vol. 31(5).
    14. repec:dau:papers:123456789/6813 is not listed on IDEAS
    15. Abhishek Mishra & Satyabhushan Dash & Naresh K. Malhotra, 2015. "An integrated framework for design perception and brand equity," AMS Review, Springer;Academy of Marketing Science, vol. 5(1), pages 28-44, June.
    16. Luomala, Harri T. & Laaksonen, Martti, 1997. "Mood-regulatory self-gifts: Development of a conceptual framework," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 407-434, June.
    17. Shirai, Miyuri, 2009. "Investigation of emotional responses to an unexpected price," Australasian marketing journal, Elsevier, vol. 17(1), pages 2-8.
    18. repec:ipg:wpaper:2014-416 is not listed on IDEAS
    19. Gohary, Ali & Hamzelu, Bahman & Pourazizi, Lida & Hanzaee, Kambiz Heidarzadeh, 2016. "Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 182-198.
    20. Isabella, Giuliana & Mazzon, José Afonso & Dimoka, Angelika, 2017. "Impacts of product type and representation type on the perception of justice and price fairness," Journal of Business Research, Elsevier, vol. 81(C), pages 203-211.
    21. Rychalski, Aude & Hudson, Sarah, 2017. "Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context," Journal of Business Research, Elsevier, vol. 71(C), pages 84-91.
    22. Rosidah Musa & Rezian-na Muhammad Kassim, 2013. "Predictors And Outcomes Of Sport Event Experiential Value: Insights From Formula One Petronas Malaysia Grand Prix," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 6(1), pages 107-120.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-00946206. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.