| Author: | Leutwiler-Lee, Min-joo |
| Title: | Analyses of the relationships among luxury hotel attributes, luxury hotel experience value, memorable experiences, satisfaction, and future intentions |
| Advisors: | Kim, Seongseop Sam (SHTM) |
| Degree: | DHTM |
| Year: | 2024 |
| Subject: | Hotels Luxuries Hospitality industry -- Customer services Consumer satisfaction Hong Kong Polytechnic University -- Dissertations |
| Department: | School of Hotel and Tourism Management |
| Pages: | xxiii, 391 pages : color illustrations |
| Language: | English |
| Abstract: | The luxury hospitality industry has experienced substantial growth over the past two decades. Reflecting this development of the luxury hospitality sector, an increasing number of studies have examined the consumption of luxury hospitality services. However, despite the growing interest in this field among researchers, most of the existing studies on luxury consumption have been on tangible products rather than services. The previous studies on services have not examined the antecedents of customer satisfaction and future intentions in the luxury hotel context and in terms of experience value, memorable experience, and luxury hotel attributes. Recent hospitality and tourism research indicates that these three multidimensional constructs are important in capturing the benefits that customers perceive to receive through the consumption of luxury hotel services. Moreover, the three constructs can explain customer satisfaction and future intentions, which are critical business performance outcomes for the success and competitiveness of luxury hotels. These hotels need to understand such antecedents and how they drive customer satisfaction and future intentions because these aspects are key competitiveness factors within the sector. Few studies have proposed valid scales to measure the value of the luxury hospitality experience. Researchers agree that luxury experience value is a multidimensional construct and that the measurement of luxury experience value is contextual. However, no consensus has been made regarding the number and types of domains. Although some studies have developed scales for measuring customers’ perceptions toward the value of luxury hotel experiences, their purpose was to predict purchase intention. By contrast, this study measures luxury hotel experience value to explain satisfaction and future intentions, which are postconsumption constructs. In addition, previous studies have measured memorable experience in various contexts, such as in tourism. However, no scale has been proposed for measuring memorable experience in a luxury hotel context. Researchers have also examined luxury hotel attributes in terms of hotel selection by prospective customers. Meanwhile, the current study aims to measure customers’ perceptions of luxury hotel attributes in relation to experience value, memorable experience, and their postconsumption consequences in terms of satisfaction and future intentions. Furthermore, existing studies have not examined luxury hotel attributes and experience value in conjunction as two distinct constructs within a same conceptual model. They also did not examine luxury hotel attributes and memorable experiences as two distinct but related constructs within a same conceptual model. To fill this research gap in the hospitality literature, this study first proposed a conceptual model integrating satisfaction, future intentions, and their antecedents in terms of luxury hotel attributes and experience value. Then, it proposed a second conceptual model integrating satisfaction, future intentions, and their antecedents in terms of luxury hotel attributes and memorable experience. To develop these two integrated models, this study investigated the dimensionality of the three multidimensional constructs and developed new measurement scales. Notably, suitable measurement scales had not been developed in previous studies. The measurement scales were initially developed based on thematic domains from a review of the literature. Then, the domains and their measurement items were reviewed in interviews with experts. A pilot test was conducted before the main survey. The final survey sample for model 1 included 389 respondents, and that for model 2 included 454 respondents. SPSS was used to conduct exploratory factor analysis. Then, SPSS AMOS was used to conduct confirmatory factor analysis for validating the measurement models and structural equation modeling for testing the hypothesized effects among the constructs of the structural models. Three domains were identified for luxury hotel experience value, namely, relaxation and sensorial value, positive affectivity value, and self-expression and social status value. All the experience value domains had significant positive effects on satisfaction and future intention. In addition, satisfaction had a significant positive effect on attitudinal loyalty and behavioral intention. Three domains were identified for memorable experience, namely, delightful environment, service encounters and sense of well-being, and F&B experience. All the memorable experience domains had significant positive effects on satisfaction and future intentions. Satisfaction had a significant positive effect on behavioral intention and on attitudinal loyalty. Five domains were identified for luxury hotel attributes, namely, quality of personalized care, operational standards, social setting and connections, authentic and extraordinary experiences, F&B and facilities. All these attribute domains had significant positive effects on the experience value domains (except partially for operational standards), and on all memorable experience domains (except partially for operational standards and authentic and extraordinary experiences). Multigroup analysis was conducted to examine four moderating effects (environmental identity, childhood socioeconomic status, materialism, collectivism versus individualism) on the relationships among the constructs. This study contributes to the literature on luxury hotel experiences and their postconsumption consequences in terms of customer satisfaction and future intentions, which are critical performance outcomes for competitiveness within the luxury hotel sector. The empirical analysis of the conceptual models validated the hypothesized relationships among luxury hotel attributes, experience value, satisfaction, and future intentions and among luxury hotel attributes, memorable experience, satisfaction, and future intentions. By proposing new measurement scales and by empirically validating these hypothesized relationships, this study’s findings make academic contributions to knowledge and research on hospitality. This study also has practical implications for marketing and brand managers. Effective marketing strategies can be developed based on the experience value, memorable experience, and luxury hotel attribute domains identified in this study. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 7927.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 4.83 MB | Adobe PDF | View/Open |
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