Effects of experiential stimuli on customers’ responses : An example of bed and breakfast websites

Purpose The purpose of this study is to propose four experiential components of e-servicescape that influence customers’ pleasure emotions, satisfaction with bed and breakfast (b&b) websites and behavioral intentions in the context of the b&b industry. Design/methodology/approach This study is based on a cross-sectional, self-administered online survey from b&b customers. Findings This study identifies that both perceived enjoyment and social presence represent positive effects on customers’ pleasure emotions and satisfaction with b&b websites. However, flow experience only influences customers’ pleasure emotions, and interactivity only affects customers’ satisfaction with b&b websites. Results from this study confirm that customers’ pleasure emotions influence their satisfaction with b&b websites and their behavioral intentions. Originality/value This paper incorporates the roles of experiential factors of e-servicescape in the context of the b&b industry.