“LuXurY” hotel loyalty – a comparison of Chinese Gen X and Y tourists to Macau
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 12 October 2015
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.
Keywords
Citation
Yang, F.X. and Lau, V.M.C. (2015), "“LuXurY” hotel loyalty – a comparison of Chinese Gen X and Y tourists to Macau", International Journal of Contemporary Hospitality Management, Vol. 27 No. 7, pp. 1685-1706. https://doi.org/10.1108/IJCHM-06-2014-0275
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited