Unperplexing the nexus between physical evidence and guest retention at beach resorts: multiple sequential mediation models

ABSTRACT

Although research evidence shows the link between physical evidence and guest retention, we have limited knowledge about why and how this relationship works and is activated. To untangle this association, this paper examines how physical evidence influences three psychological factors (i.e. guest delight, emotional well-being, and overall image), as well as mediating the relationship between indoor and outdoor physical evidence and guest retention. The cognitive appraisal theory and the stimulus-organism-response model were employed in the study model. Data were gathered from 428 guests staying at seven five-star beach resorts in Sharm El-Sheikh. The Smart-PLS findings show that overall resort image, guest delight, and emotional well-being partially and serially mediate between physical evidence and guest retention. The findings offer theoretical and practical contributions to managing the guest experience journey in beach resorts.

Graphical abstract

尽管研究证据表明物证和留住客人之间存在联系, 但我们对这种关系为什么以及如何运作和被激活的了解有限. 为了解开这种联系, 本文研究了物证如何影响三个心理因素 (即客人的愉悦感、情感幸福感和整体形象) , 以及室内和室外物证与客人保留之间的关系. 研究模型采用了认知评价理论和刺激-机体反应模型. 数据来自沙姆沙伊赫七家五星级海滩度假酒店的428名客人. Smart PLS的研究结果表明, 度假胜地的整体形象、客人的愉悦感和情感幸福感在物证和客人的忠诚度之间起着部分和连续的中介作用. 这些发现为海滩度假村的客人体验之旅管理提供了理论和实践贡献.

KEYWORDS:

• Physical evidence
• stimuli-organism-response
• emotional well-being
• guest retention
• beach resorts

Disclosure statement

No potential conflict of interest was reported by the authors.

CRediT author statement

Kareem M. Selem: Conceptualization, Methodology, Resources, Validation, and Writing-Original Draft

Marianna Sigala: Writing-Review & Editing, Supervision, and Project Administration

Muhammad Haroon Shoukat: Writing-Original Draft, Investigation Resources, and Data collection

Ali Elsayed Shehata: Investigation, Writing-Original Draft, and Visualizaion

Ibrahim M. Mkheimer: Software, Validation, Formal Analysis, and Visualization

Data availability statement

The data underlying this article will be shared on reasonable request to the corresponding author.

Supplementary material

Supplemental data for this article can be accessed online at https://doi.org/10.1080/19368623.2023.2203182

Correction Statement

This article has been republished with minor changes. These changes do not impact the academic content of the article.

Additional information

Funding

The author(s) reported there is no funding associated with the work featured in this article.