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Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis

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  • Lai, Ivan Ka Wai
  • Hitchcock, Michael

Abstract

There are differences in service expectations according to travelers' experiences. This study aims to identify the structure of service quality factors with regard to satisfaction with luxury hotels concerned with new, repeat, and frequent travelers to Macau. The data are analyzed by a partial least squares (PLS) impact-asymmetry analysis in order to explain how the structure of factors can influence the behaviors of three visitor segments. The results of this study explore the transformation of the factor structure of customer satisfaction across different experiences encountered. This study contributes to the knowledge of life cycle theories using three-factor theories that position most of the quality attributes in the introduction stage as excitement factors; they show various types of factors in a growth stage, and they unify to performance factors when the products and services mature. Thus, asymmetrical analyses are highly appropriate for studying customer behavior throughout the customer life cycle.

Suggested Citation

  • Lai, Ivan Ka Wai & Hitchcock, Michael, 2017. "Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis," Tourism Management, Elsevier, vol. 60(C), pages 107-129.
    • Handle: RePEc:eee:touman:v:60:y:2017:i:c:p:107-129
    DOI: 10.1016/j.tourman.2016.11.011
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    References listed on IDEAS

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    1. Ioana-Nicoleta Abrudan & Ciprian-Marcel Pop & Paul-Sorin Lazăr, 2020. "Using a General Ordered Logit Model to Explain the Influence of Hotel Facilities, General and Sustainability-Related, on Customer Ratings," Sustainability, MDPI, vol. 12(21), pages 1-22, November.
    2. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, vol. 12(4), pages 1-16, February.
    3. Giglio, Simona & Pantano, Eleonora & Bilotta, Eleonora & Melewar, T.C., 2020. "Branding luxury hotels: Evidence from the analysis of consumers’ “big” visual data on TripAdvisor," Journal of Business Research, Elsevier, vol. 119(C), pages 495-501.
    4. Mengqiang Pan & Nao Li & Xiankai Huang, 2022. "Asymmetrical impact of service attribute performance on consumer satisfaction: an asymmetric impact-attention-performance analysis," Information Technology & Tourism, Springer, vol. 24(2), pages 221-243, June.
    5. Vilay Saythongkeo & Vinh D. Le & Lobel Trong Thuy Tran, 2022. "Leadership Styles and Innovation Performance: The Role of Coopetition Capability and In-Learning in Financial Service Firms," SAGE Open, , vol. 12(2), pages 21582440221, May.
    6. Woo, Linda & Mun, Sung Gyun & Seo, Kwanglim, 2024. "Building resilience to crisis through slack resources: A longitudinal analysis of US hotels," Annals of Tourism Research, Elsevier, vol. 106(C).

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