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Abstract

This study aims to examine the effects of a set of covariates, including culture, sociodemographic, and travel behavioral patterns, on behavioral consequences of hotel guests. We developed a Multiple Indicators Multiple Causes (MIMIC) model to test the effects of these covariates on hotel guests' perceived service quality, customer satisfaction, customer loyalty, and complaint intentions. Using a sample of 2267 hotel guests in Hong Kong during the period 2010–2015, we verified the four-factor structure of the behavioral consequences of hotel guests in the presence of seven covariates. The results showed that culture, gender, age, education, income, and travel experience predicted the behavioral consequences of hotel guests. After controlling for the effects of each of the four constructs in the model, we detected the direct effects of six covariates, except gender, on the indicators of the four constructs.

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