The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality

• Published in: Tourism management (1982) Vol. 52; pp. 82 - 95
• Main Authors: Su, Lujun, Swanson, Scott R., Chen, Xiaohong
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 01.02.2016
• Subjects: Customer satisfaction; Customer-company identification; Repurchase intentions; Service quality; Subjective well-being; Subjective well-being; Repurchase intentions; Customer satisfaction; Customer-company identification; Service quality
• ISSN: 0261-5177; 1879-3193
• DOI: 10.1016/j.tourman.2015.06.012

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. •We propose and test an integrated model with domestic Chinese hotel guests.•Satisfaction fully mediates antecedent and outcome relationships.•Identification partially mediates antecedent and outcome relationships.•Hospitality firms can help satisfy self-definitional needs.•Identification provides positive consequences.