"LuXurY" hotel loyalty – a comparison of Chinese Gen X and Y tourists to Macau. Issue 7 (12th October 2015)

• Record Type: Journal Article
• Authors: Yang, Fiona X.; Lau, Meng-Chan (Virginia) Meng-Chan
• Is Part Of: International journal of contemporary hospitality management. Volume 27:Issue 7(2015)
• Page Start: 1685
• Page End: 1706
• Publication Date: 2015-10-12
• Subjects: Hospitality industry -- Management -- Periodicals; 647.94068
• DOI: 10.1108/IJCHM-06-2014-0275
• Languages: English
• ISSNs: 0959-6119

Abstract

<abstract> <title> <x content-type="archive" xml:space="preserve">Abstract</x> </title> <sec> <title content-type="abstract-heading">Purpose;</title> <p> – This study aims to investigate generational disparities of Chinese Generation (Gen) X and Y tourists by examining their loyalty determinants in a luxury hotel setting. </p> </sec> <sec> <title content-type="abstract-heading">Design/methodology/approach</title> <p> – A survey of five-star hotel guests in Macau yielded 285 complete responses. Structural equation modeling was used to test the quality-loyalty framework through the mediating roles of perceived value and satisfaction, with a multi-group comparison to examine generational differences. </p> </sec> <sec> <title content-type="abstract-heading">Findings</title> <p> – The results indicate that top quality rooms and services are high on the agenda of both generations, while Gen X places more weight on convenience and food and Gen Y on security; satisfaction does not induce loyalty, whereas value fully or partially mediates the quality-loyalty relationship; and Gen X is value-centered in building loyalty, yet Gen Y exhibits both value consciousness and stronger demands for upscale quality features. </p> </sec> <sec> <title content-type="abstract-heading">Practical implications</title> <p> – The findings help hotel managers cater to different generations by improving determinant attributes of service quality and enhancing hotel value. </p> </sec> <sec> <title content-type="abstract-heading">Originality/value</title> <p> – The study makes noteworthy contributions to the generational differences of Chinese tourists and sheds light on future research in tourism and hospitality to explore the characteristics of young generations.</p> </sec> </abstract>