THE EFFECTS OF HOTEL WEBSITE STIMULI ON CUSTOMER'S COGNITION, EMOTION AND INTENTION: BASED ON EXTENDED SOR MODEL




Abstract:
The research objective of this paper is to identify and verify the effects of the hotel website stimuli on users’ emotions and behavioral intentions by applying the extended Mehrabian and Russell’s Stimulus-Organism-Response model. Based on online survey, the findings are that website design has significant impact on service quality perception. Hotel interior produce higher PAD emotions than hotel exterior. However, the users’ emotions are affected by an additional factor - hotel reputation, that is not previously considered under SOR model.

CITATION:

IEEE format

A. Njeguš, R. Živković, L. Ilijevski, “The Effects of Hotel Website Stimuli on Customer's Cognition, Emotion and Intention: Based on Extended SOR Model,” in Sinteza 2016 - International Scientific Conference on ICT and E-Business Related Research, Belgrade, Singidunum University, Serbia, 2016, pp. 492-496. doi: 10.15308/Sinteza-2016-492-496 

APA format

Njeguš, A., Živković, R., Ilijevski, L. (2016). The Effects of Hotel Website Stimuli on Customer's Cognition, Emotion and Intention: Based on Extended SOR Model. Paper presented at Sinteza 2016 - International Scientific Conference on ICT and E-Business Related Research. doi:10.15308/Sinteza-2016-492-496

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