ANTECEDENTES

Based on the literature, this dissertation expects the following results:

LSE guests will expect to get a better deal (price/value proposition) than hotel guests. Specifically, business travelers expect to pay less money to stay at a larger place because they will be staying in a whole apartment or house instead of merely a hotel room. Based on this, it is expected that this better price/value proposition will contribute to a positive feeling associated with a previous stay that will translate into the propagation of positive word-of-mouth accolades for the LSE experience as well as an intention to stay in an LSE in the future. Conversely, hotels could have a negative feeling associated with the price/value proposition paid at a hotel from a previous stay that will translate into the propagation of negative word-of-mouth communications for the hotel stay as well as an intention to stay in a hotel property in the future.

Guests will feel their financial information is more safe/secure when paying for a reservation using a hotel than paying for an LSE stay? Based on this, it is expected that this feeling of financial security will contribute to a positive feeling associated with a previous stay that will translate into the propagation of positive word-of-mouth accolades

for the hotel stay as well as an intention to stay in a hotel in the future—perhaps even the same hotel or hotel chain. Conversely, LSE properties could have a negative feeling associated with an LSE protecting a guest’s financial information from a previous stay that will translate into the propagation of negative word-of-mouth communications for the LSE stay as well as an intention to stay in an LSE property in the future.

Guests will feel safer (personally) at a hotel than at an LSE property? Because a hotel has a history of providing safety for its guests (and an LSE does not have this same track record), customer will feel safer at a hotel and at an LSE. Based on this, it is expected that this feeling of personal safety will contribute to a positive feeling

associated with a previous stay that will translate into the propagation of positive word- of-mouth accolades for the hotel stay as well as an intention to stay in a hotel in the future—perhaps even the same hotel or hotel chain. Conversely, LSE properties could have a negative feeling associated with an LSE protecting a guest’s person and assets during a previous stay that will translate into the propagation of negative word-of-mouth communications for the LSE stay as well as an intention to stay in an LSE property in the future.

Guests will expect to find better business locations at a hotel than at an LSE property because most business hotels are located in metropolitan districts near

businesses; however, many LSE properties are not located near business districts. Based on this, it is expected that this feeling of financial security will contribute to a positive feeling associated with a previous stay that will translate into the propagation of positive word-of-mouth accolades for the hotel stay as well as an intention to stay in a hotel in the future—perhaps even the same hotel or hotel chain. Conversely, LSE properties could

have a negative feeling associated with an LSE’s location (closeness to guest’s place of business) from a previous stay that will translate into the propagation of negative word- of-mouth communications for the LSE stay as well as an intention to stay in an LSE property in the future.

Business guests expect LSE hosts to have more compassion (empathy) than hotel employees? Based on this it is expected that this better price/value proposition will contribute to a positive feeling associated with a previous stay that will translate into the propagation of positive word-of-mouth accolades for the LSE experience as well as an intention to stay in an LSE in the future. Conversely, hotels could have a negative feeling associated with the empathy (or lack thereof) at a hotel from a previous stay that will translate into the propagation of negative word-of-mouth communications for the hotel stay as well as an intention to stay in a hotel property in the future.

Business guests expect (and value) hotels to have more (and better) amenities than LSE properties? Based on this, it is expected that this better level of empathy will

contribute to a positive feeling associated with a previous stay that will translate into the propagation of positive word-of-mouth accolades for the LSE experience as well as an intention to stay in an LSE in the future. Conversely, LSE properties could have a negative feeling associated with the number and quality of amenities at an LSE from a previous stay that will translate into the propagation of negative word-of-mouth

communications for the LSE stay as well as an intention to stay in an LSE property in the future.

Business guests perceive hotels will have cleanliness standards that are better (and more consistent) than at an LSE property. Based on this, it is expected that guests’

expectations of more consistently clean rooms at a hotel will contribute to a positive feeling associated with a previous stay that will translate into the propagation of positive word-of-mouth accolades for the hotel stay as well as an intention to stay in a hotel in the future—perhaps even the same hotel or hotel chain. Conversely, LSE properties could have a negative feeling associated with the cleanliness encountered on a previous stay that will translate into the propagation of negative word-of-mouth communications for the LSE stay as well as an intention to stay in an LSE property in the future.

Regarding moderating, this dissertation study expects to find the following variables to be moderated by Gender: Personal Safety, Location and Cleanliness. Specifically, the expected outcome is that women value Personal Safety, Location and Cleanliness more than men. Further, this dissertation study expects to find the following variables to be moderated by Age: Price/Value, Financial Information Security, Personal Safety, Location and Amenities. Accommodation Type is expected to moderate all of the Independent variables.