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

摘要

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 (Le., repurchase intentions) and the customer (i.e., subjective well-being). Managerial implications are provided, limitations noted, and future research directions suggested. (C) 2015 Elsevier Ltd. All rights reserved.