The Role of Emotional Satisfaction in Customer's Behavioral Intentions Regarding Service Quality in the Hotel Industry

The purpose of this paper is to test a conceptual model of the relationship among the constructs of service quality, emotional satisfaction, and behavioral intentions.Methodology - The research method is applied in approach and descriptive-survey in method. The statistical research population consists of customers of 4 star hotels in Tehran city and 266 questionnaires were distributed among hotels’ customers. Cronbach alpha coefficient estimates the reliability of questionnaire. For analyzing the data, structural equation model and t- student test were used. There is significant relation among service quality, emotional satisfaction and behavioral intentions variables, but relationship between service quality and behavioral intentions is indirect through emotional satisfaction. The foreign visitors have more satisfaction and more positive behavioral intentions related to the hotel and actual person have more powerful behavioral intentions.Research Limitations: This research just focus on some limited variables and it does not consider other variables that have an influence on customers’ behavioral intentions.Managerial Implications- The study has demonstrated the importance for managers to consider how Service quality influences the customers’ behavioral intentions. In particular, the importance of measuring customers’ emotions arise from cognitive appraisals of service quality can be a good predictor for customers’ behavioral intentions.Originality/Valve: The research provides valuable insights into the role of emotional satisfaction in the hotel service experience.