Moderators Influencing the Relationships between Luxury Hotel Attributes, Memorable Experiences, and Their Consequences
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Staying in luxury hotels, which are equipped with deluxe facilities and services, are once-in-a-lifetime memorable experiences. Emotional aspects have been found to be more influential than product quality in creating memorable experiences. The distinctive attributes of luxury hotels are antecedents of memorable experiences as their inherent nature triggers positive emotions. Memorable experiences affect satisfaction and positively influence attitudinal loyalty and revisit intentions. Customers are propelled by memory in deciding on whether or not to attempt an experience. By creating memorable experiences, hotels can thus further their customers’ emotional attachment and improve their competitiveness. This study aimed to test moderating effects in a conceptual model incorporating luxury hotel attributes, memorable experiences, and their consequences in terms of satisfaction and loyalty. To achieve this objective, 454 questionnaires were used for data analyses. Structural equation modeling was carried out to estimate the relationships in a conceptual model of the consumption of luxury hotel experiences and post-consumption consequences. The results of a series of multigroup analyses provided supporting evidence of the moderating effects of environmental identity, whereas the hypotheses on the materialism, individualism versus collectivism, and childhood socioeconomic status (CSS) moderators remained largely unsupported. The findings add to the understanding of the factors moderating the interconnectedness of the domains of luxury hotel attributes and memorable experiences, and customers’ psychological and emotional reaction to their experience in luxury hotels.
Abstract
Staying in luxury hotels, which are equipped with deluxe facilities and services, are once-in-a-lifetime memorable experiences. Emotional aspects have been found to be more influential than product quality in creating memorable experiences. The distinctive attributes of luxury hotels are antecedents of memorable experiences as their inherent nature triggers positive emotions. Memorable experiences affect satisfaction and positively influence attitudinal loyalty and revisit intentions. Customers are propelled by memory in deciding on whether or not to attempt an experience. By creating memorable experiences, hotels can thus further their customers’ emotional attachment and improve their competitiveness. This study aimed to test moderating effects in a conceptual model incorporating luxury hotel attributes, memorable experiences, and their consequences in terms of satisfaction and loyalty. To achieve this objective, 454 questionnaires were used for data analyses. Structural equation modeling was carried out to estimate the relationships in a conceptual model of the consumption of luxury hotel experiences and post-consumption consequences. The results of a series of multigroup analyses provided supporting evidence of the moderating effects of environmental identity, whereas the hypotheses on the materialism, individualism versus collectivism, and childhood socioeconomic status (CSS) moderators remained largely unsupported. The findings add to the understanding of the factors moderating the interconnectedness of the domains of luxury hotel attributes and memorable experiences, and customers’ psychological and emotional reaction to their experience in luxury hotels.