Build It and They Will Come? The Impact of Servicescape on Chinese Millennials’ Satisfaction and Behavioral Intentions toward Integrated Resorts

IF 2.9 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality & Tourism Administration Pub Date : 2020-09-03 DOI:10.1080/15256480.2020.1805090

Yang Peng, Erin Yirun Wang, Desmond Lam

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引用次数: 6

Abstract

ABSTRACT The rapidly global development of integrated resorts has led to increased competition in the marketplace. Among all, Chinese millennials are targeted because of their population size and strong spending power. This study aims to identify the effect of servicescape dimensions on satisfaction and behavioral intentions. Considering the environmental feature of the integrated resort and variety-seeking behavior of Chinese millennials, we add facility variety to the dimensions of servicescape. A major survey with 404 respondents was conducted and analyzed with structural equation modeling. The result shows that interior décor, ambience, equipment, signage and symbols, and facility variety are positively associated with customer satisfaction and behavioral intentions, while cleanliness and layout do not have any significant effect. These findings can have meaningful business implications for resort managers.

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建造它，他们会来吗？服务景观对中国千禧一代对综合度假酒店满意度和行为意向的影响

综合度假村在全球的快速发展导致了市场竞争的加剧。其中，中国千禧一代因其人口规模和强大的消费能力而成为目标。本研究旨在探讨服务逃避维度对服务逃避满意度和行为意向的影响。考虑到综合度假村的环境特征和中国千禧一代追求多样性的行为，我们在服务逃逸的维度中加入了设施多样性。对404名受访者进行了一次大型调查，并使用结构方程模型进行了分析。结果表明，室内环境、氛围、设备、标志符号、设施种类与顾客满意度和行为意愿呈正相关，而清洁度和布局对顾客满意度和行为意愿的影响不显著。这些发现对度假村管理者具有重要的商业意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality & Tourism Administration HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

6.30

自引率

8.60%

发文量

期刊介绍： The International Journal of Hospitality & Tourism Administration is an applied, internationally oriented hospitality and tourism management journal designed to help practitioners and researchers stay abreast of the latest developments in the field as well as facilitate the exchange of ideas. The journal addresses critical competency areas that will help practitioners be successful in this growing field now and into the future. An exciting and challenging international forum, the journal reflects current happenings and trends in the industry.