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Build It and They Will Come? The Impact of Servicescape on Chinese Millennials’ Satisfaction and Behavioral Intentions toward Integrated Resorts
Peng, Yangxi1; Wang, Erin Yirun2; Lam, Desmond2
2022-05-27
Source PublicationInternational Journal of Hospitality and Tourism Administration
ABS Journal Level1
ISSN1525-6480
Volume23Issue:3Pages:576-598
Abstract

The rapidly global development of integrated resorts has led to increased competition in the marketplace. Among all, Chinese millennials are targeted because of their population size and strong spending power. This study aims to identify the effect of servicescape dimensions on satisfaction and behavioral intentions. Considering the environmental feature of the integrated resort and variety-seeking behavior of Chinese millennials, we add facility variety to the dimensions of servicescape. A major survey with 404 respondents was conducted and analyzed with structural equation modeling. The result shows that interior décor, ambience, equipment, signage and symbols, and facility variety are positively associated with customer satisfaction and behavioral intentions, while cleanliness and layout do not have any significant effect. These findings can have meaningful business implications for resort managers.

KeywordBehavioral Intention Chinese Millennial Facility Variety Integrated Resort Satisfaction Servicescape
DOI10.1080/15256480.2020.1805090
URLView the original
Indexed ByESCI
Language英語English
WOS Research AreaSocial Sciences - Other Topics
WOS SubjectHospitality, Leisure, Sport & Tourism
WOS IDWOS:000814439000006
PublisherROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
Scopus ID2-s2.0-85090192957
Fulltext Access
Citation statistics
Document TypeJournal article
CollectionDEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Affiliation1.Galaxy Entertainment Group, Taipa, Macao
2.Department of Integrated Resort and Tourism Management, Faculty of Business Administration, University of Macau, Taipa, Macao
Recommended Citation
GB/T 7714
Peng, Yangxi,Wang, Erin Yirun,Lam, Desmond. Build It and They Will Come? The Impact of Servicescape on Chinese Millennials’ Satisfaction and Behavioral Intentions toward Integrated Resorts[J]. International Journal of Hospitality and Tourism Administration, 2022, 23(3), 576-598.
APA Peng, Yangxi., Wang, Erin Yirun., & Lam, Desmond (2022). Build It and They Will Come? The Impact of Servicescape on Chinese Millennials’ Satisfaction and Behavioral Intentions toward Integrated Resorts. International Journal of Hospitality and Tourism Administration, 23(3), 576-598.
MLA Peng, Yangxi,et al."Build It and They Will Come? The Impact of Servicescape on Chinese Millennials’ Satisfaction and Behavioral Intentions toward Integrated Resorts".International Journal of Hospitality and Tourism Administration 23.3(2022):576-598.
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