Generation of customer engagement by hotel service atmosphere: The mediating role of flow experience

Sunny Zhenzhen NongFaculty of Business, City University of Macau, Macau SAR, Lawrence Hoc Nang FongFaculty of Business Administration and Center for Cognitive and Brain Sciences, University of Macau, Macau SAR, Tahir Albayrak, Meltem CaberTourism Faculty, Akdeniz University

Tourism and Hospitality Research

Published online on July 19, 2025

Abstract

Tourism and Hospitality Research, Ahead of Print.
Hotel services have an integrated and complex structure that contains human relations and physical ambiance. By combining the Servicescape and Service Theater into the Stimulus-Organism-Response (S-O-R) framework, this study aims to investigate how hotel ...