Effects of perceived stakeholder conflict factors on guests’ satisfaction and behavioral intentions and mediation effect of guests’ perceived value: Evidence from the Hospitality sector of Northern Cyprus

Abstract

Few studies have explored the stakeholder conflict from the perspective of hotelier and/or travel agency; however, this study has aimed to investigate stakeholder conflict from the perspective of guests, and its effects on guests’ satisfaction and behavioral intentions while examine mediating factor of guests’perceived value, which has not been examined empirically before. Since no scale could be found that measures guests’ perceived stakeholder conflict factors (PSCF) arose from unsatisfactory relationship between accommodation establishments and tour operators/travel agencies, this study conceptualized PSCF and developed a scale for assessing this conflict and its outcomes. Through careful instrument development process, four sub-dimensions and 17 items of PSCF were identified. Thereafter, the study empirically tested the conceptual model by conducting survey study to collect data. The mediation effects obtained indicated that guests ‘perceived value mediated the effects of the PSCF on guest satisfaction and behavioral intentions associated with the accommodation businesses. The instrument is demonstrated to have good suitability, validity, and reliability. Applying the scale of PSCF enabled the identification of the two consequences of guests' satisfaction and behavioral intentions. Limitations, recommendations for future research and managerial implications are provided.