Lujun Su

Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists

ABSTRACT Drawing on the cognitive appraisal theory and the justice theory from the marketing and tourism literature, this study attempts to illuminate the embedded impact of tourist experience on overall satisfaction and behavioral intentions in a cognitive-affective-behavioral framework. The findings suggest that service fairness is an antecedent of consumption emotions (positive and negative) that, in turn, influence satisfaction and behavioral intentions in the context of Chinese natural heritage tourism. Notably, the results highlight the mediating role of tourists’ consumption emotions. This article concludes with a discussion of the theoretical and practical implications to heritage tourism researchers and managers.

The Effect of Tourist Relationship Perception on Destination Loyalty at a World Heritage Site in China: The Mediating Role of Overall Destination Satisfaction and Trust

This study focuses on domestic tourists at a World Heritage Site located in China and investigates the relationship of three important visitor perceptions (i.e., service fairness, destination image, and service quality) with tourism destination loyalty (i.e., positive word-of-mouth referrals and revisit intentions) through overall destination satisfaction and trust toward destination service providers. The structural equation modeling findings generally support the conceptual model and indicate that service fairness and service quality have a significant and positive impact on overall destination satisfaction and trust toward destination service providers, while destination image has a significant effect on overall destination satisfaction but not on trust toward destination service providers. In addition, the investigated perceptions-loyalty relationships are found to be mediated by overall destination satisfaction, but not necessarily by trust toward destination service providers. The paper includes discussions of the theoretical and managerial implications of the findings.

Social responsibility and reputation influences on the intentions of Chinese Huitang Village tourists: Mediating effects of satisfaction with lodging providers

Purpose – This study aims to model and test the relationships between corporate social responsibility (CSR), corporate reputation, customer satisfaction and behavioral intentions. Design/methodology/approach – A total of 451 complete questionnaires were obtained from randomly approached ethnic Chinese leisure tourists. Following a two-step approach, a measurement model was estimated and then a structural model analyzed to test proposed hypotheses. Findings – CSR and reputation significantly impacted customer satisfaction, which, in turn, affected repurchase and word-of-mouth intentions. Customer satisfaction fully mediated the relationship between CSR and behavioral intentions in addition to corporate reputation. Research limitations/implications – The study considered only a limited number of lodging customers in a specific geographic area in China. Additional investigation across hospitality business types and cultures is needed. Practical implications – Investments in CSR activities in a Chinese hospit...

The Impact of Perceived Service Fairness and Quality on the Behavioral Intentions of Chinese Hotel Guests: the Mediating Role of Consumption Emotions

ABSTRACT This study investigates how service evaluations in a hotel hospitality context elicit customers’ affective states, which then contribute to their behavioral intentions. The results of a study with Chinese leisure hotel guests (n = 451) provide support for the proposed model. Specifically, perceived service fairness has a significant effect on perceived service quality and impacts behavioral intentions directly, but also indirectly through consumption emotions. Perceived service quality has a direct influence on word-of-mouth referral intentions, and indirectly impacts both repurchase intentions and referral intentions through positive emotion. Finally, findings indicate a repurchase intentions to referral intentions effect.

Corporate Social Responsibility, Corporate Reputation, Customer Emotions and Behavioral Intentions: A Structural Equation Modeling Analysis

This study investigated structural relationships among customers’ perceptions of corporate social responsibility (CSR), corporate reputation, customer emotions, and behavioral intentions in the hospitality service context. Based on the stakeholder theory and signaling theory, the study postulates that customer’s perceptions of CSR, as a cognitive evaluation, influence their evaluation of the service provider’s corporate reputation; both CSR and corporate reputation influence customer emotions as affective states of mind, and customer behavioral intentions (i.e., loyalty intentions, word-of-mouth) as conative behavioral constructs. 451 valid surveys were collected from hotel guests staying in three resort hotels in Hunan Province, China, and data were analyzed using structural equation modeling (SEM). Results show that CSR has a significant effect on corporate reputation, and customer emotions (positive and negative) partially mediate the effects of CSR and corporate reputation on loyalty intentions and word-of-mouth. The study provides empirical evidence to support the link between CSR and customer affective and conative experiences in the modern service context of China. Both theoretical and practical implications are discussed.

Effects of Service Fairness and Service Quality on Tourists’ Behavioral Intentions and Subjective Well-Being

ABSTRACT This study examined the effects of service fairness and service quality on tourists’ behavioral intentions and subjective well-being (SWB) with the mediation of satisfaction. It conceptualizes SWB as a sociopsychological benefit that people receive from tourism activities in parallel with behavioral intentions to visit the destination treated as economic benefit. A self-administered questionnaire survey was conducted in Xiamen city of Fujian Province, China, and a valid sample of 541 tourists was used for data analysis. Findings show that service fairness has more of an effect on behavioral intentions and SWB than service quality; and such differentiated effects can be partly attributed to the mediating role of satisfaction between the antecedent constructs (i.e, service fairness and service quality) and consequence constructs (i.e, behavioral intentions and tourist SWB). The results suggest that tourism service providers should deliver services in a fairer way and tourist SWB should be attended to by both governments and academics.

Understanding the Relationship of Service Fairness, Emotions, Trust, and Tourist Behavioral Intentions at a City Destination in China

ABSTRACT This study presents a cognitive appraisal model that identifies consumption emotions and trust as key mediators in the relationship between perceived service fairness and behavioral intentions (i.e., revisit intentions and word-of-mouth (WOM) referrals). The structural equation modeling (SEM) technique was employed to examine empirically a conceptual tourist behavior model using questionnaires answered by 541 tourists in Xiamen, a “garden city” in China. The findings confirmed the mediating role of emotions and trust, which imply that the travel behavioral intentions formation process is both an emotional experience process and a relationship building process between tourists and the destination service providers. By understanding the relationship and linkages between perceived service fairness and behavioral intentions, city managers, urban tourism managers, and service providers can formulate more effective marketing strategies to strengthen tourists’ loyalty, revisit and WOM referral intentions.

Effects of Destination Social Responsibility and Tourism Impacts on Residents’ Support for Tourism and Perceived Quality of Life:

This study investigated the structural relationships among destination social responsibility (DSR), tourism impacts (i.e., positive and negative impacts), residents’ support for tourism, and their perceived quality of life. A structural model was empirically tested with a sample of 272 residents living in the Phoenix Ancient Town in China. The results indicated that DSR enhanced residents’ perception of positive tourism impacts but did not influence their perception of negative impacts. Concurrently, DSR was found to have direct and positive effects on residents’ support for tourism and perceived quality of life. It also had indirect and positive effects on residents’ support for tourism and perceived quality of life, mediated by positive tourism impacts. While residents’ perceived positive tourism impacts increased their support for tourism and perceived quality of life, negative impacts would undermine support for tourism and proved to be disruptive to quality of life.

How does perceived corporate social responsibility contribute to green consumer behavior of Chinese tourists: A hotel context

Purpose This study examines consumption emotions and customer-company identification as mediating variables to explore the association of perceived CSR on green consumer behavior in a hospitality lodging context. Design/methodology/approach Utilizing a Stimulus-Organism-Response framework, an integrated model is developed. The hypothesized relationships of the research model are tested using the structural equation modeling technique. Data were gathered from hotel guests at a UNESCO World Heritage Site in China. Findings Perceived CSR directly impacts positive emotions, negative emotions, and customer-company identification. Positive emotions significantly influence customer-company identification. Positive emotions and customer-company identification partially mediate the relationship between perceived CSR and green consumer behavior. Hotel type was not found to be a moderating factor. Research limitations/implications Perceived CSR can act to influence consumers’ behaviors more broadly via an increased ...

Tourists’ Social Responsibility Perceptions of an Urban Destination in China: The Mediating Role of Consumption Emotions

ABSTRACT Using a Stimulus-Organism-Response (S-O-R) framework, the current study proposes that the perceived social responsibility of an urban destination elicits tourists’ affective responses, which contributes to tourists’ post-visit behavioral intentions. Empirical findings from a sample of 541 Chinese tourists reveal that visitors who are attentive to destination social responsibility initiatives are apt to have more positive consumption emotions, while destination social responsibility is negatively associated with negative consumption emotions. Consumption emotions partially mediate the effects of perceived destination social responsibility on intentions to revisit a destination, make referrals, and/or seek other travel destinations. Interestingly, the predicted relationship of destination social responsibility to intentions to search for alternative destinations was statistically significant, but in the reverse direction. Study implications of these important findings are discussed, limitations provided, and future research directions suggested.