Traveler loyalty and its antecedents in the hotel industry

Heesup Han · Kiattipoom Kiatkawsin · Wansoo Kim

32 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Retail Behavior Studies

Abstract

Purpose The purpose of this paper is to examine the intricate associations among the performance of ambient atmospherics, emotional experiences, overall image and guest satisfaction and test the influence of these relationships on loyalty intentions by considering the moderating impact of continuance commitment in the upscale hotel context. Design/methodology/approach A field survey was conducted to collect the data. A quantitative approach was used for data analysis. Structural equation modeling and a test for metric invariance were used to identify the impact of study variables. Findings The results of this paper indicated that the hypothesized relationships were in general significant, that the proposed theoretical framework satisfactorily predicted guests’ intentions to be loyal and that the role of satisfaction among study constructs was prominent. Findings from the test for metric invariance also showed that continuance commitment significantly affected the associations among emotional experiences, satisfaction and loyalty intentions. Moreover, emotional experiences, overall hotel image and guest satisfaction were found to play a significant mediating role in generating loyalty intentions. Practical implications The findings of this paper inform hotel practitioners of the clear role of atmospherics, emotional experiences, image, satisfaction and continuous commitment in building loyalty. In addition, these findings can help hotel practitioners and researchers invent thorough and strategic methods for loyalty enhancement. Originality/value The existing hotel literature has provided a limited view regarding the impact of these research variables. The present paper filled this research gap through the successfully development of a robust framework for hotel guest loyalty.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 32 citations exist upstream.

References

1991The theory of planned behavior 1994The Commitment-Trust Theory of Relationship Marketing 1986Self-Reports in Organizational Research: Problems and Prospects 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 1999Whence Consumer Loyalty?1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Cited by

2023Assessment of Service Quality and Innovation in Developing Customer Loyalty; The mediating role of Customer Commitment and Satisfaction

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.