Identifying the relationships between luxury hotel attributes, luxury hotel experience values and their consequences

Abstract

Purpose: This study developed and tested a conceptual model incorporating luxury hotel attributes, luxury hotel experience values (LHEVs) and their consequences. Design/methodology/approach: In total, 389 questionnaires were collected through offline and online surveys from customers who had stayed in luxury hotels. Findings: Luxury hotel attributes were formulated as quality of personalized care, high operational standards, social setting and connection, extraordinary environment and facilities and food and beverage and sport facilities. Two paths (high operational standards to positive affectivity value; high operational standards to self-expression and social status value) were not significant at the 0.05 level, while other paths were significant at the same level. Practical implications: The findings add to the understanding of the dimensionality of luxury hotel attributes and luxury hotel consumption values, and customers' psychological reactions to their experience in luxury hotels. Originality/value: This study has originality in light of new development of luxury hotel attributes and LHEVs. Results of this study shed practical insights to luxury brand hotel management.