Active and Reactive Value Dimensions: A Dynamic-Based Perspective in the Hotel Sector

• Published in: Journal of hospitality & tourism research (Washington, D.C.) Vol. 46; no. 7; pp. 1436 - 1473
• Main Authors: Gallarza, Martina G., Sánchez-Fernández, Raquel, Arteaga-Moreno, Francisco, Del Chiappa, Giacomo
• Format: Journal Article
• Language: English
• Published: Los Angeles, CA SAGE Publications 01.09.2022; SAGE PUBLICATIONS, INC
• Subjects: Hotels & motels; Quality of service; consumer value; dynamicity; satisfaction; hotels; value co-creation; loyalty
• ISSN: 1096-3480; 1557-7554
• DOI: 10.1177/1096348020988313

Despite the wide acknowledgment of consumer value as a dynamic concept in marketing and tourism literature, few studies have addressed its dynamicity. This article provides an approach to the dynamic nature of value in a hotel experience by proposing a conceptual framework that seeks to explain the influence of value types on customer satisfaction and loyalty as being concatenated rather than simultaneous effects, as more usually described. The concatenation of effects is based on the distinction between active versus reactive values and is tested in a structural model consisting of eight types of value (Efficiency, Service Quality, Status, Esteem, Entertainment, Aesthetics, Ethics, and Escapism). The experiences of 585 hotel guests were analyzed with SEM-PLS (structural equation modeling–partial least squares). Although a direct effect persists between Service Quality and Satisfaction, and Efficiency does not directly affect Loyalty, the chain of Reactive Values–Active Values–Satisfaction–Loyalty is empirically validated shedding light on research in value co-creation processes.