The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality |
| |
Institution: | 1. Business School Central South University, Collaborative Innovation Center of Resource-conserving & Environment-friendly Society and Ecological Civilization, Mobile E-business Collaborative Innovation Center of Hunan Province, Changsha, Hunan 41003, China;2. Management and Marketing Department, University of Wisconsin-Eau Claire, Eau Claire, WI 54701, USA;3. Management and Marketing Department, University of Wisconsin-Eau Claire, Eau Claire, WI 54701, USA;4. Department of Marketing, University of Wisconsin-Whitewater, 800 West Main Street, Whitewater, WI 53190, USA;5. Business School Central South University, Collaborative Innovation Center of Resource-conserving & Environment-friendly Society and Ecological Civilization, Mobile E-business Collaborative Innovation Center of Hunan Province, Changsha, Hunan 41003, China |
| |
Abstract: | The current study provides and tests an integrated model that examines two relationship quality constructs (overall customer satisfaction, customer-company identification) as mediating variables between Chinese tourists' lodging service quality perceptions and two outcomes (repurchase intentions, subjective well-being). The results of a study with domestic Chinese hotel guests (n = 451) provide support for the proposed model. Specifically, the results indicate that overall customer satisfaction fully mediates the relationship between perceived service quality and repurchase intentions and subjective well-being, respectively. Customer-company identification partially mediates the relationship between perceived service quality and repurchase intentions and subjective wellbeing, respectively. We provide empirical validation that customers do, indeed, identify with hospitality providers, and this, in-turn, provides positive consequences for both the service provider (i.e., repurchase intentions) and the customer (i.e., subjective well-being). Managerial implications are provided, limitations noted, and future research directions suggested. |
| |
Keywords: | Service quality Customer satisfaction Customer-company identification Repurchase intentions Subjective well-being |
本文献已被 ScienceDirect 等数据库收录! |
|