Article2012

Testing the Model of Hotel Chain Frequency Program Members' Loyalty Intentions

21 citations0/0 files storedAsia Pacific Journal of Tourism Research

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior in Brand Consumption and Identification

Abstract

The present study proposed and tested the role of service performances (core and service encounter performances), satisfaction, switching barriers (relational investment, switching costs, and lack of alternatives' attractiveness), and commitments (continuance and affective commitments) in forming hotel chains' rewards/frequency program members' loyalty intentions. The results from the structural equation modeling revealed that these variables well accounted for the variance of member loyalty intentions, directly/indirectly contributing to determining loyalty intentions. In addition, findings from a series of modeling tests for metric invariance verified the moderating impact of affective commitment on the links from relational investment and continuance commitment to member loyalty intentions. Implications are discussed with study limitations and recommendations for future research.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988On the Evaluation of Structural Equation Models 1994The Commitment-Trust Theory of Relationship Marketing 1980Competitive Strategy: Techniques for Analyzing Industries and Competitors 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1996The Behavioral Consequences of Service Quality 1990The measurement and antecedents of affective, continuance and normative commitment to the organization 1987Developing Buyer-Seller Relationships

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2023Investigating consumer purchase decision based on switching barriers and decision postponement: moderating role of time pressure

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