The effects of tourist experiential quality on perceived value and satisfaction with bed and breakfast stays in southwestern China

Abstract

PurposeB&B stays have enjoyed popularity in China over recent decades. This study examines the impacts of the three dimensions of tourist experiential quality on the perceived functional and emotional value and customer satisfaction with B&B stays in Southwestern China.Design/methodology/approachQuestionnaires were collected from 433 Chinese visitors in Southwestern China. Partial least squares–structural equation modeling (PLS-SEM) was used to test the significance of the relationship that exists among experiential quality, perceived value and tourist satisfaction.FindingsThe research results proved that experiential quality predicts customer satisfaction with B&B stays as mediated by perceived functional and emotional values. The specific experiential quality - fun – has the strongest effect on both perceived functional value and emotional value between the three dimensions of experiential quality.Research limitations/implicationsSince fun is viewed as the most significant element, B&B providers should consider creating a more joyful encounter for tourists. They should enrich the activities and improve service to strengthen the experiential quality perceived by the tourists. Both relational experiences and authentic local experiences should be incorporated into the activities and services provided.Originality/valueThis is likely to be the first study to investigate the influence of three dimensions of experiential quality on perceived functional and emotional value and satisfaction from the B&B industry in China. The findings provide value through actionable insights into experiential qualities, functional and emotional values that drive tourist satisfaction.