Abstract
Given the importance of the customer hotel experience, this study examined the moderating role of emotions and satisfaction on the hotel micro-experiences phases: anticipation, participation, and reflection. PROCESS Macro was used to analyze the data collected from 327 mega-resort customers immediately after their hotel check-in. Based on appraisal theory of emotions, the findings revealed a significant interaction between cognitive loyalty, check-in emotions and satisfaction on future intention to engage with front-line employees and intention to trust the hotel as a service provider. Check-in emotions and satisfaction moderated-moderation was mediated by emotional engagement intention in the relationship between cognitive loyalty and trust intention. The theoretical and practical contributions to the hospitality customer experience line of research are presented and discussed.
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