Utilizing the Push-Pull-Mooring (PPM) framework, this research examines the antecedents of hotel switching intention of business and leisure travelers. It proposed and tested a model, focusing on the relationships among (1) perceived service quality, (2) overall satisfaction with the hotel stay experience, (3) comparative attractiveness, (4) past switching behavior, (5) switching cost, (6) variety seeking, and (7) hotel switching intentions. A structural equation modeling analysis for the business travelers’ group reveals that perceived service quality and switching cost decrease hotel switching intention whereas past switching behavior and variety seeking increase the switching intention. On the other hand, for the leisure travelers’ group, overall satisfaction has a negative impact on the switching intention, but variety seeking and past switching positively influence the switching intention.
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Lehto et al. (2014) studied this question.
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