"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, Virginia M.C.
• 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: Generation Y -- Consumer behavior -- Luxury hotel -- Generation X -- Generational differences -- Chinese tourism; Hospitality industry -- Management -- Periodicals; 647.94068
• DOI: 10.1108/IJCHM-06-2014-0275
• Languages: English
• ISSNs: 0959-6119

Abstract

Abstract : Purpose: – 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. Design/methodology/approach: – 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. Findings: – 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. Practical implications: – The findings help hotel managers cater to different generations by improving determinant attributes of service quality and enhancing hotel value. Originality/value: – 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.