A multiple indicators multiple causes (mimic) model of the behavioral consequences of hotel guests

Chen, Yong (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Jiang, Kai (University of Waterloo, Canada)

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.


Keywords:
Article Type:
scientifique
Faculty:
Economie et Services
School:
EHL
Institute:
Aucun institut
Subject(s):
Economie/gestion
Date:
2019-04
Pagination:
11 p.
Published in:
Tourism management perspectives
Numeration (vol. no.):
2019, vol. 30, pp. 197-207
DOI:
ISSN:
2211-9736
Appears in Collection:



 Record created 2019-07-01, last modified 2019-09-30

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