IDEAS home Printed from https://ideas.repec.org/a/gam/jadmsc/v15y2025i9p338-d1736078.html
   My bibliography  Save this article

Drivers of Chinese Hotel Employees’ Intentions to Implement Loyalty Programme Practices

Author

Listed:
  • Thorsten Robert Moller

    (Faculty of Management, Comenius University Bratislava, 820 05 Bratislava, Slovakia)

  • Ellen E. Touchstone

    (International Business School Suzhou, Xi’an Jiaotong-Liverpool University, Suzhou 215123, China)

Abstract

This study examines Chinese hotel employees’ understanding of customer relationship management (CRM) practices, with a focus on loyalty programme behaviour (LPB). Specifically, it investigates how three factors—loyalty programme (LP) awareness, LP knowledge, and LP concerns—shape employees’ intentions to implement loyalty programme practices (LPP) in the hospitality industry. A quantitative research design was adopted to test the proposed hypotheses. Data was collected through a self-administered survey of 893 Chinese hotel employees. To evaluate the proposed hypotheses, path analysis was performed using SPSS Statistics 24 and Mplus 7.4. The findings reveal that LP awareness and LP knowledge are both positively associated with employees’ intentions to implement loyalty programme practices, whereas LP concerns showed no significant effect. Moreover, employees’ intentions were positively linked to loyalty programme behaviour and served as a mediator between awareness, knowledge, and behavioural outcomes. Theoretical insights and practical applications are also addressed.

Suggested Citation

  • Thorsten Robert Moller & Ellen E. Touchstone, 2025. "Drivers of Chinese Hotel Employees’ Intentions to Implement Loyalty Programme Practices," Administrative Sciences, MDPI, vol. 15(9), pages 1-21, August.
    • Handle: RePEc:gam:jadmsc:v:15:y:2025:i:9:p:338-:d:1736078
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2076-3387/15/9/338/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2076-3387/15/9/338/
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jadmsc:v:15:y:2025:i:9:p:338-:d:1736078. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.