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Influence of Non-Standard Tourist Accommodation’s Environmental Stimuli on Customer Loyalty: The Mediating Effect of Emotional Experience and the Moderating Effect of Personality Traits

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  • Shuzhen Liu

    (Joint Institute of Ningbo University and University of Angers, Ningbo University, Ningbo 315211, China)

  • Xueji Wang

    (Joint Institute of Ningbo University and University of Angers, Ningbo University, Ningbo 315211, China
    Donghai Academy, Ningbo University, Ningbo 315211, China)

  • Lei Wang

    (Joint Institute of Ningbo University and University of Angers, Ningbo University, Ningbo 315211, China)

  • Zhaoling Pang

    (Joint Institute of Ningbo University and University of Angers, Ningbo University, Ningbo 315211, China)

Abstract

In recent years, minsu (homestays), a non-standard tourist accommodation, have been gaining popularity in China. The minsu has become an innovative driving force promoting the transformation of tourist destinations. This paper attempts to explore the relationship between the minsu’s environment (ambience) and customer loyalty, as customer loyalty is crucial to the sustainability of minsu and tourism destinations. This paper adopts Lijiang, China, as an empirical example to explore the relationship between the multi-dimensional environment of minsu and its influence on customer loyalty. Findings include: (1) the multi-dimensional environment perception of minsu includes spatial, cultural and social environment perception, all of which have a significant positive impact on emotional experience in varying degrees; (2) the emotional experience of minsu guests plays a significant mediating role between the minsu’s environmental perception and loyalty; (3) personality traits of openness, agreeableness and conscientiousness play a moderating role in the impact of residential space environment perception on emotional experience. Using the S-O-R model, this paper introduces emotional experience and personality traits into the relationship model between the minsu’s environment perception and customer loyalty and contributes to extant literature on the influence of customer loyalty in tourist destinations. The theoretical and practical implications are discussed.

Suggested Citation

  • Shuzhen Liu & Xueji Wang & Lei Wang & Zhaoling Pang, 2022. "Influence of Non-Standard Tourist Accommodation’s Environmental Stimuli on Customer Loyalty: The Mediating Effect of Emotional Experience and the Moderating Effect of Personality Traits," IJERPH, MDPI, vol. 19(15), pages 1-19, August.
    • Handle: RePEc:gam:jijerp:v:19:y:2022:i:15:p:9671-:d:881382
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    References listed on IDEAS

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    1. Jang, SooCheong (Shawn) & Namkung, Young, 2009. "Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants," Journal of Business Research, Elsevier, vol. 62(4), pages 451-460, April.
    2. Lee, Yong-Ki & Lee, Choong-Ki & Lee, Seung-Kon & Babin, Barry J., 2008. "Festivalscapes and patrons' emotions, satisfaction, and loyalty," Journal of Business Research, Elsevier, vol. 61(1), pages 56-64, January.
    3. Babin, Barry J. & Attaway, Jill S., 2000. "Atmospheric Affect as a Tool for Creating Value and Gaining Share of Customer," Journal of Business Research, Elsevier, vol. 49(2), pages 91-99, August.
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