Figure 4
The diagram presents a moderated mediation model linking service setting and combinations of warmth and competence to willingness to stay, with expected service quality as a mediator. Arrows indicate paths with coefficients: service setting to expected quality (0.61, p less than 0.01), warmth and competence combinations to expected quality (0.40, p less than 0.01), and expected quality to willingness to stay (0.81, p less than 0.001). A direct path also links warmth and competence combinations to willingness to stay (0.55, p less than 0.001). Indirect effects indicate differing outcomes for luxury and non-luxury conditions, with luxury showing a negative indirect effect (-1.02) and non-luxury showing a positive effect (0.82). The index of moderated mediation equals 1.85, with a boot standard error of 0.43 and a confidence interval from 1.02 to 2.71, supporting significant moderated mediation.Moderated mediation model
Note(s): *p < 0.05; **p < 0.01; ***p < 0.001
Source: Author’s own work