IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i12p9270-d1166559.html
   My bibliography  Save this article

Power of eWOM and Its Antecedents in Driving Customers’ Intention to Revisit: An Empirical Investigation on Five-Star Eco-Friendly Hotels in Saudi Arabia

Author

Listed:
  • Maha Hassan Ahmed Salah

    (Accounting Department, Applied College, King Faisal University, Al-Ahsa 31982, Saudi Arabia)

  • Ahmed Hassan Abdou

    (Social Studies Department, College of Arts, King Faisal University, Al-Ahsa 31982, Saudi Arabia
    Hotel Studies Department, Faculty of Tourism and Hotels, Mansoura University, Mansoura 35516, Egypt)

  • Thowayeb H. Hassan

    (Social Studies Department, College of Arts, King Faisal University, Al-Ahsa 31982, Saudi Arabia
    Tourism Studies Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo 12612, Egypt)

  • Maha Abdul-Moniem Mohammed El-Amin

    (Department of Education and Psychology, College of Education, King Faisal University, Al-Ahsa 31982, Saudi Arabia)

  • Adam Basheer Adam Kegour

    (Department of Education and Psychology, College of Education, King Faisal University, Al-Ahsa 31982, Saudi Arabia)

  • Hanem Mostafa Mohamed Alboray

    (Department of Education and Psychology, College of Education, King Faisal University, Al-Ahsa 31982, Saudi Arabia
    Mental Health Department, Faculty of Education, Suez Canal University, Ismailia 41522, Egypt)

  • Amal Salah Darder Mohamed

    (Accounting Department, Applied College, King Faisal University, Al-Ahsa 31982, Saudi Arabia)

  • Howayda Said Ahmed Mohamed Ali

    (Computer Science Department, Applied College, King Faisal University, Al-Ahsa 31982, Saudi Arabia)

  • Elham Farouq Ali Mohammed

    (Education Fundamentals Department, Applied College, King Faisal University, Al-Ahsa 31982, Saudi Arabia)

Abstract

In recent years, electronic word-of-mouth (eWOM) has greatly impacted the hotel industry, as social media and online review platforms have given customers many opportunities to share their personal experiences with other individuals. Hence, this study aimed to empirically investigate several relationships within the setting of five-star eco-friendly hotels in Saudi Arabia. These included: (1) the direct impact of perceived quality (PQ), positive emotional experience (PEE), and customer satisfaction (CS) on promoting positive eWOM; (2) the potential intermediary role of CS in the connections between PQ, PEE, and eWOM; (3) the direct influence of eWOM on intention to revisit (ITR); and (4) the potential intermediary role of eWOM in the PQ–ITR, CS–ITR, and PEE–ITR relationships. To achieve these objectives, an online questionnaire was developed and directed to a sample of Saudi individuals who have stayed in five-star eco-friendly hotels, particularly in Riyadh City. Based on their previous interactions with these hotels on the TripAdvisor website during the last six months and their willingness to participate in the field study, a convenience sampling technique was utilized to select participants for data collection. The study mainly focused on Saudi individuals to investigate their behaviors and attitudes toward eco-friendly hotels, which have been considered a growing trend in the country in recent years. Participants were emailed individually, and a total of 423 acceptable forms were gathered and subjected to analysis using the PLS-SEM method. The research’s findings revealed that PQ had the strongest predictive power for promoting positive eWOM, leading to a greater increase in ITR than PEE and CS. Moreover, the study identified the significant mediating influence of CS in exploring how PEE and PQ contribute to customers’ intention to spread positive eWOM. Additionally, the results showed the substantial role of eWOM in mediating the relationships between PQ, PEE, CS, and ITR. Based on these findings, the study suggests practical implications for hotel operators and marketers looking to promote positive eWOM and increase revisit intentions.

Suggested Citation

  • Maha Hassan Ahmed Salah & Ahmed Hassan Abdou & Thowayeb H. Hassan & Maha Abdul-Moniem Mohammed El-Amin & Adam Basheer Adam Kegour & Hanem Mostafa Mohamed Alboray & Amal Salah Darder Mohamed & Howayda , 2023. "Power of eWOM and Its Antecedents in Driving Customers’ Intention to Revisit: An Empirical Investigation on Five-Star Eco-Friendly Hotels in Saudi Arabia," Sustainability, MDPI, vol. 15(12), pages 1-21, June.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:12:p:9270-:d:1166559
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/12/9270/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/12/9270/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. So Young Bae & Po-Ju Chang, 2021. "The effect of coronavirus disease-19 (COVID-19) risk perception on behavioural intention towards ‘untact’ tourism in South Korea during the first wave of the pandemic (March 2020)," Current Issues in Tourism, Taylor & Francis Journals, vol. 24(7), pages 1017-1035, April.
    2. Mohd Azhar & Ruksar Ali & Sheeba Hamid & Mohd Junaid Akhtar & Mohd Nayyer Rahman, 2022. "Demystifying the effect of social media eWOM on revisit intention post-COVID-19: an extension of theory of planned behavior," Future Business Journal, Springer, vol. 8(1), pages 1-16, December.
    3. Ashraf Mohamed Anas & Ahmed Hassan Abdou & Thowayeb H. Hassan & Wael Mohamed Mahmoud Alrefae & Fathi Mohammed Daradkeh & Maha Abdul-Moniem Mohammed El-Amin & Adam Basheer Adam Kegour & Hanem Mostafa M, 2023. "Satisfaction on the Driving Seat: Exploring the Influence of Social Media Marketing Activities on Followers’ Purchase Intention in the Restaurant Industry Context," Sustainability, MDPI, vol. 15(9), pages 1-21, April.
    4. Magdy El-Sayed Hashish & Ahmed Hassan Abdou & Shaimaa Abo Khangar Mohamed & Ahmed Saleh Abo Elenain & Wagih Salama, 2022. "The Nexus between Green Perceived Quality, Green Satisfaction, Green Trust, and Customers’ Green Behavioral Intentions in Eco-Friendly Hotels: A Structural Equation Modeling Approach," IJERPH, MDPI, vol. 19(23), pages 1-21, December.
    5. Wanwisa Paisri & Chutima Ruanguttamanun & Narissara Sujchaphong, 2022. "Customer experience and commitment on eWOM and revisit intention: A case of Taladtongchom Thailand," Cogent Business & Management, Taylor & Francis Journals, vol. 9(1), pages 2108584-210, December.
    6. Magdy Sayed Ahmed Abolnasser & Ahmed Hassan Abdou & Thowayeb H. Hassan & Amany E. Salem, 2023. "Transformational Leadership, Employee Engagement, Job Satisfaction, and Psychological Well-Being among Hotel Employees after the Height of the COVID-19 Pandemic: A Serial Mediation Model," IJERPH, MDPI, vol. 20(4), pages 1-27, February.
    7. Ivan Ka Wai Lai & Michael Hitchcock & Dong Lu & Yide Liu, 2018. "The Influence of Word of Mouth on Tourism Destination Choice: Tourist–Resident Relationship and Safety Perception among Mainland Chinese Tourists Visiting Macau," Sustainability, MDPI, vol. 10(7), pages 1-17, June.
    8. Ahmed Hassan Abdou & Thowayeb H. Hassan & Amany E. Salem & Azzam Ibrahem Albakhit & Muhanna Yousef Almakhayitah & Wagih Salama, 2022. "The Nexus between Environmentally Sustainable Practices, Green Satisfaction, and Customer Citizenship Behavior in Eco-Friendly Hotels: Social Exchange Theory Perspective," Sustainability, MDPI, vol. 14(19), pages 1-20, October.
    9. Meimona Abdelrhim Bushara & Ahmed Hassan Abdou & Thowayeb H. Hassan & Abu Elnasr E. Sobaih & Abdullah Saleh Mohammed Albohnayh & Waleed Ghazi Alshammari & Mohammed Aldoreeb & Ahmed Anwar Elsaed & Moha, 2023. "Power of Social Media Marketing: How Perceived Value Mediates the Impact on Restaurant Followers’ Purchase Intention, Willingness to Pay a Premium Price, and E-WoM?," Sustainability, MDPI, vol. 15(6), pages 1-22, March.
    10. Ana Reyes-Menendez & Marisol B. Correia & Nelson Matos & Charlene Adap, 2020. "Understanding Online Consumer Behavior and eWOM Strategies for Sustainable Business Management in the Tourism Industry," Sustainability, MDPI, vol. 12(21), pages 1-14, October.
    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. Wei-Ching Wang & Chung-Hsien Lin, 2024. "Exploring the Importance of Destination Attributes of Sustainable Urban Waterfronts: Text and Data Mining of Tourists’ Online Reviews," Sustainability, MDPI, vol. 16(6), pages 1-17, March.

    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. Akkhaporn Kokkhangplu & Wanida Onlamai & Tananat Chokpreedapanich & Kraisak Phikul, 2023. "What Predicts Behavioral Intention in Eco-Friendly Hotels? The Roles of Tourist’s Perceived Value and Satisfaction: A Case Study of Thailand," Sustainability, MDPI, vol. 15(4), pages 1-21, February.
    2. NaHyun Lee & Bong-Seok Kim, 2023. "Differences of Host Country-Destination Image Assessment for International Students According to Risk Perception in COVID-19 Tourism," SAGE Open, , vol. 13(3), pages 21582440231, July.
    3. José F Baños-Pino & David Boto-García & Eduardo Del Valle & Inés Sustacha, 2023. "The impact of COVID-19 on tourists’ length of stay and daily expenditures," Tourism Economics, , vol. 29(2), pages 437-459, March.
    4. Mohamed Ahmed Suliman & Ahmed Hassan Abdou & Moatazbellah Farid Ibrahim & Dayal Ali Waheer Al-Khaldy & Ashraf Mohamed Anas & Wael Mohamed Mahmoud Alrefae & Wagih Salama, 2023. "Impact of Green Transformational Leadership on Employees’ Environmental Performance in the Hotel Industry Context: Does Green Work Engagement Matter?," Sustainability, MDPI, vol. 15(3), pages 1-18, February.
    5. Jenni Soo-Hee Lee & Jinsoo Hwang, 2022. "The Determinants of Visit Intention for Chinese Residents in the Michigan, United States: An Empirical Analysis Performed Through PLS-SEM," SAGE Open, , vol. 12(3), pages 21582440221, August.
    6. Feng Xu & Xuejiao Lin & Shuaishuai Li & Wenxia Niu, 2018. "Is Southern Xinjiang Really Unsafe?," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
    7. Ahmed Hassan Abdou & Thowayeb H. Hassan & Amany E. Salem & Mohamed Ahmed Elsaied & Ahmed Anwar Elsaed, 2022. "Determinants and Consequences of Green Investment in the Saudi Arabian Hotel Industry," Sustainability, MDPI, vol. 14(24), pages 1-21, December.
    8. Patrick Cheong-Iao Pang & Qixin Cai & Wenjing Jiang & Kin Sun Chan, 2021. "Engagement of Government Social Media on Facebook during the COVID-19 Pandemic in Macao," IJERPH, MDPI, vol. 18(7), pages 1-19, March.
    9. Huseyin Arasli & Maryam Abdullahi & Tugrul Gunay, 2021. "Social Media as a Destination Marketing Tool for a Sustainable Heritage Festival in Nigeria: A Moderated Mediation Study," Sustainability, MDPI, vol. 13(11), pages 1-27, May.
    10. Mohd Azhar & Rehan Husain & Sheeba Hamid & Mohd Nayyer Rahman, 2023. "Effect of social media marketing on online travel purchase behavior post-COVID-19: mediating role of brand trust and brand loyalty," Future Business Journal, Springer, vol. 9(1), pages 1-13, December.
    11. Mohd Azhar & Sehar Nafees & Sujood & Sheeba Hamid, 2023. "Understanding post-pandemic travel intention toward rural destinations by expanding the theory of planned behavior (TPB)," Future Business Journal, Springer, vol. 9(1), pages 1-17, December.
    12. Dudung Abdurachman & Rudy M. Ramdhan & Ateng Karsoma & Daniel Kisahwan & Alex Winarno & Deni Hermana, 2023. "Corporate Social Responsibility: Micro Foundation Framework for High Employee Performance in a Developing Country," Administrative Sciences, MDPI, vol. 13(8), pages 1-24, August.
    13. Marina Sheresheva & Marina Efremova & Lilia Valitova & Anna Polukhina & Georgy Laptev, 2021. "Russian Tourism Enterprises’ Marketing Innovations to Meet the COVID-19 Challenges," Sustainability, MDPI, vol. 13(7), pages 1-17, March.
    14. Sigitas Davidavičius & Tadas Limba, 2022. "Recognition of Digital Content Needs for Inbound Marketing Solutions," Social Sciences, MDPI, vol. 11(8), pages 1-11, August.
    15. Ze-Yung Wang & Kuo-Wei Chen, 2024. "Student-Led Campus Happiness Lunchboxes: Paying for Positive Impact," Sustainability, MDPI, vol. 16(4), pages 1-19, February.
    16. Emad Ahmed Helal & Thowayeb H. Hassan & Mostafa A. Abdelmoaty & Amany E. Salem & Mahmoud I. Saleh & Mohamed Y. Helal & Magdy Sayed Abuelnasr & Yasser Ahmed Mohamoud & Ahmed H. Abdou & Salaheldeen H. R, 2023. "Exploration or Exploitation of a Neighborhood Destination: The Role of Social Media Content on the Perceived Value and Trust and Revisit Intention among World Cup Football Fans," JRFM, MDPI, vol. 16(3), pages 1-16, March.
    17. Grubor, Aleksandar & Leković, Ksenija & Tomić, Slavica, 2019. "Tourists’ Recommendations: WOM Becomes Digital," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2019), Rovinj, Croatia, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Rovinj, Croatia, 12-14 September 2019, pages 493-501, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    18. Cristobal Rodolfo Guerra-Tamez & María-Laura Franco-García, 2022. "Influence of Flow Experience, Perceived Value and CSR in Craft Beer Consumer Loyalty: A Comparison between Mexico and The Netherlands," Sustainability, MDPI, vol. 14(13), pages 1-22, July.
    19. Ashraf Mohamed Anas & Ahmed Hassan Abdou & Thowayeb H. Hassan & Wael Mohamed Mahmoud Alrefae & Fathi Mohammed Daradkeh & Maha Abdul-Moniem Mohammed El-Amin & Adam Basheer Adam Kegour & Hanem Mostafa M, 2023. "Satisfaction on the Driving Seat: Exploring the Influence of Social Media Marketing Activities on Followers’ Purchase Intention in the Restaurant Industry Context," Sustainability, MDPI, vol. 15(9), pages 1-21, April.
    20. Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.

    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:gam:jsusta:v:15:y:2023:i:12:p:9270-:d:1166559. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.