Customer experience, well-being, and loyalty in the spa hotel context: integrating the top-down & bottom-up theories of well-being

ABSTRACT

This study attempts to incorporate the top-down and bottom-up theories of well-being in a spa hotel context. Derived from a sample of 357 spa hotel guests in Taiwan, the results show that a person’s internal disposition as well as his or her spa experience both have positive effects on subjective well-being regardless of the duration of the stay. It is also found that travel experience and well-being have positive effects on customer loyalty. These findings have important theoretical and practical implications.

KEYWORDS:

• Wellness spa
• autonomy
• experience
• life satisfaction
• positive emotions
• loyalty

Acknowledgments

This study was supported by the grant from The Ministry of Science and Technology in Taiwan and grant number is 104-2410-H-020 −019.

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Funding

This work was supported by the Ministry of Science and Technology [104-2410-H-020 −019.].