Temporal distance in hotel evaluation and its effects on satisfaction and word-of-mouth

Abstract

This study aims to analyze the influence of temporal distance on the evaluation of tangible and intangible attributes in lodging experiences, and its effects on satisfaction and word-of-mouth (WOM) intention. Based on the Theory of Psychological Distance and Construal Level Theory (CLT), the theoretical model was initially validated by 17 experts, including academic professionals and hotel managers. Subsequently, a survey was conducted with 482 Brazilian guests whose last stay had occurred between less than 1 month and up to 24 months before data collection. The analysis was carried out using structural equation modeling and multigroup analysis (MGA). The results indicate that satisfaction did not show significant statistical variation between tangible and intangible attributes over time. On the other hand, word-of-mouth was more influenced by tangible attributes in evaluations closer to the consumption moment and by intangible attributes in more distant evaluations, especially when moderated by travel purpose (business or leisure). The study contributes by integrating psychological constructs into the consumer behavior literature in tourism, offering practical implications for marketing strategies and hotel management.