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Journal articles on the topic 'Hotels Customer loyalty Customer loyalty programs Hotels'

Author: Grafiati

Published: 4 June 2021

Last updated: 10 February 2022

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1

Ramazanov, A. A., and Sh Aldabergen. "Effectiveness of customer loyalty." Bulletin of "Turan" University, no. 1 (March 31, 2021): 136–44. http://dx.doi.org/10.46914/1562-2959-2021-1-1-136-144.

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This article examines the issues of consumer loyalty, taking into account Kazakhstan's experience in hospitality, examines the loyal programs of well-known hotels in the country, analyzes the research of several authors in the framework of the previous loyal topics. For the hospitality industry, which is currently developing in large volumes, it is important to study customer loyalty and think through the right program. When writing the article, the methods of theoretical analysis and generalization were used. The content, criteria of loyalty are examined theoretically. Sustainable consumer in

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Pimpão, Pedro, Antónia Correia, João Duque, and José Carlos Zorrinho. "Exploring effects of hotel chain loyalty program." International Journal of Culture, Tourism and Hospitality Research 8, no. 4 (2014): 375–87. http://dx.doi.org/10.1108/ijcthr-03-2014-0020.

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Purpose – The main purpose of this work is to evaluate the long-term effectiveness of a hotel’s chain loyalty program from a behavioral perspective. Design/methodology/approach – A Dirichlet model was estimated to assess purchase frequency and hotel choice within one of the biggest hotel chains in Portugal. The sample comprises hotels where a loyalty program was implemented, with a total of 176,099 reservations. Data were extracted from the customer relationship management (CRM) systems of the hotel group. Findings – The results suggest that instead of being loyal to a certain hotel, customers

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Indra, Dasril, and Ersy Ervina. "THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT COMPONENT ON GUEST LOYALTY TOWARD STARRED HOTEL IN YOGYAKARTA." International Journal of Applied Sciences in Tourism and Events 4, no. 1 (2020): 37. http://dx.doi.org/10.31940/ijaste.v4i1.1647.

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Purpose: This study aims to identify the overview of customer relationship management, analyze the level of hotel guest loyalty, and analyze the effect of customer relationship management consisting of services for the long term, individual service programs and partner relationships to the loyalty of hotel residents both simultaneously and partially. Research methods: This research was conducted in a descriptive and verification manner, while the research method used was a descriptive survey and explanatory survey methods, using samples through probability sampling techniques. Data colle

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Rosenbaum, Mark Scott, and Ipkin Anthony Wong. "Green marketing programs as strategic initiatives in hospitality." Journal of Services Marketing 29, no. 2 (2015): 81–92. http://dx.doi.org/10.1108/jsm-07-2013-0167.

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Purpose – This paper aims to investigate a guest’s subjective appraisal of a hotel’s green marketing program, or green equity, along with value, brand and relationship equities on guest loyalty. Design/methodology/approach – Study 1 presents three models to explicate the role of a luxury hotel’s green initiatives in influencing guest loyalty. By means of structural equation modeling, one model emerges with the best fit. Study 2 examines how tourists assign economic value to a hotel’s green programs. Findings – Green equity plays a significant role in customers’ overall assessment of a hotel’s

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Denizci Guillet, Basak, and Xinchen Shi. "Can revenue management be integrated with customer relationship management?" International Journal of Contemporary Hospitality Management 31, no. 2 (2019): 978–97. http://dx.doi.org/10.1108/ijchm-01-2018-0039.

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Purpose The purpose of this study is to understand how and to what extent Hong Kong hotels have integrated customer relationship management (CRM) into their revenue management (RM) practices at individual customer level. Method Semi-structured interviews were used to gather information from experienced interviewees holding hotel RM- and marketing-related executive positions. In total, 11 revenue and 9 marketing executives were interviewed in 2016-2017 over a period of 13 weeks. The data were transcribed and then Nvivo was used for data organization and analysis. Findings The hotels do not syst

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Tanford, Sarah, Stowe Shoemaker, and Alexandra Dinca. "Back to the future: progress and trends in hotel loyalty marketing." International Journal of Contemporary Hospitality Management 28, no. 9 (2016): 1937–67. http://dx.doi.org/10.1108/ijchm-05-2015-0237.

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Purpose In 1999, Shoemaker and Lewis declared customer loyalty as “the future of hospitality marketing”. This paper aims to evaluate the state of research and practice in hotel loyalty and reward programs in the subsequent 15 years to determine if the tenets set forth have occurred. The loyalty circle provides a conceptual framework within which to evaluate progress and trends in hotel loyalty marketing. Design/methodology/approach Three approaches were used: a comprehensive review of hotel loyalty and reward program literature from 2000 to 2015, a classification and analysis of program benefi

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Lo, Ada S., Holly Hyunjung Im, Yong Chen, and Hailin Qu. "Building brand relationship quality among hotel loyalty program members." International Journal of Contemporary Hospitality Management 29, no. 1 (2017): 458–88. http://dx.doi.org/10.1108/ijchm-06-2015-0283.

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Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction toward the hotel loyalty program benefits and the customer management relationship initiatives of individual hotels on the brand relationship quality (BRQ), i.e. their relationship quality with the hotel brand, and its outcomes. The moderating impact of membership level on the hypothesized relationships was also investigated. Design/methodology/approach A usable sample of 920 active members of a hotel loyalty program was obtained. Structural equation modeling with partial least squares method was use

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Kiarie, John, Gabriel Kirori, and David Wachira. "Effect of Non-Monetary Programs on Financial Performance of Selected Firms in the Service Industry in Kenya." American Journal of Finance 6, no. 1 (2021): 56–70. http://dx.doi.org/10.47672/ajf.750.

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Introduction: Non-monetary rewards are non-financial measures that a merchant or a seller realigns with customer values to attract and retain more customers. This involves providing value to customers in other ways than discount and dollars rewards. Depending on the customer’s values, and on the industry, customers may find more value in non-monetary or discounted rewards. Purpose: The overall objective of the study was to investigate the effect of non-monetary programs in the financial performance of selected firms in the service industry in Kenya. Methodology: The research design

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Kiarie, John, Gabriel Kirori, and David Wachira. "Influence of Point-Based Program on Financial Performance of Selected Firms in the Service Industry in Kenya." American Journal of Finance 6, no. 1 (2021): 42–55. http://dx.doi.org/10.47672/ajf.749.

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Introduction: Points based programs are programs offered by service industries to their customers when they make a purchase. In Points based system, frequent customers earn points, which translate into some type of reward: discount, gifts, or special customer treatment, customer purchases toward a certain amount of points to redeem their reward. Purpose: This study sought to establish the influence of point-based program on financial performance of selected firms in the service industry in Kenya. Methodology: The research design adopted descriptive method of the study. The target p

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Worimegbe, Powel Maxwell, Temitope Mariam Worimegbe, and Elizabeth Abiola-Oke. "Gamification and Customers Experience in the Hospitality Industry." Journal of Tourism and Services 11, no. 21 (2020): 71–87. http://dx.doi.org/10.29036/jots.v11i21.165.

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The application of gaming techniques and its measurement have engendered many discussions. Premised on the gamification dimensions of loyalty programs, advertising, and promotions, and creating or developing new services, this study examines the effect of the dimensions of gamification on the elements of customers' experience in the Hospitality industry. Utilising the survey research design and two-stage sampling technique, 700 customers of hotels and restaurants were sampled in the Nigerian Hospitality sector. The multivariate analysis was used in data analysis. The results reveal that gamifi

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Natalia, Natalia, Cooky Tri Adhikara, and Shirley Agusthina. "Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel." Binus Business Review 3, no. 1 (2012): 513. http://dx.doi.org/10.21512/bbr.v3i1.1339.

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The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case s

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Xiong, Lina, Ceridwyn King, and Clark Hu. "Where is the love?" International Journal of Contemporary Hospitality Management 26, no. 4 (2014): 572–92. http://dx.doi.org/10.1108/ijchm-03-2013-0141.

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Purpose – The purpose of this study is to explore polygamous program loyalty in hotel loyalty programs and the relationship between members’ behavioral loyalty and their perceptions of the program effectiveness. Design/methodology/approach – Descriptive statistics, discriminant analysis, ordinary least square regression and one-way ANOVA methods. Findings – This study suggests that the flexibility to purchase points in a loyalty program is significantly associated with the polygamous program loyalty. Members will stay in only one program if they perceive such flexibility. Although members tend

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SUMANEEVA, Ksenia A., Kayode Kolawole ELUWOLE, and Turgay AVCI. "Cross-Functional Training of Front-Line Hotel Employees, In-Role and Extra-Role Job Performance, Customer Satisfaction, and Customer Loyalty: A conceptual Model Proposal." Journal of Environmental Management and Tourism 9, no. 6 (2019): 1183. http://dx.doi.org/10.14505//jemt.v9.6(30).07.

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The purpose of this paper is to develop the theoretical conceptual model regarding benefits of cross-functional training of frontline hotel employees from interrelated departments of hospitality organizations for further investigation. This study aims to review the hospitality management literature and provide the conceptual model of cross-functional training and its connection to customer loyalty via the mediating role of individual job performance (e.g., in-role and extra-role employees’ job performance) and customer satisfaction in the hotel context. This paper identifies the gap with

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Shin, Minjung, Ki-Joon Back, Choong-Ki Lee, and Young-Sub Lee. "Enhancing customer-brand relationship by leveraging loyalty program experiences that foster customer-brand identification." International Journal of Contemporary Hospitality Management 13, no. 12 (2020): 3991–4016. http://dx.doi.org/10.1108/ijchm-06-2020-0550.

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Purpose This study aims to investigate ways in which hotel loyalty programs can be designed to enhance customer’s identification with a hotel brand and develop a sustainable customer-brand relationship. Design/methodology/approach The study adopted a cross-sectional design survey questionnaire for data collection and used structural equation modeling data analysis to test the conceptual model. Findings The three loyalty program experiences proposed (member-to-member similarity, memorable loyalty program experience and loyalty program social benefits) exerted significant positive effects on cus

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Utebekova, G. A., A. A. Belgibayev, S. U. Tnyssov, and V. G. Okassova. "Development of a loyalty program based on the results of content analysis and questionnaire survey." Journal of Almaty Technological University, no. 2 (August 20, 2021): 48–53. http://dx.doi.org/10.48184/2304-568x-2021-2-48-53.

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Currently, the hotel services market is experiencing an increased supply growth, while the demand for hotel services is naturally decreasing, which leads to increased competition between hotel enterprises. One of the real competitive advantages in the hotel business is the provision of higher quality services compared to competitors. It is vital for hotels to provide hospitality services that not only meet the needs of guests, but also anticipate most of the expectations of the target group. The presence of regular customers has a direct impact on the occupancy and use of the room fund and, ul

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Trini, Dewi, and M. Noor Salim. "Customer Experience Marketing (CEM), Customer Satisfaction and Customer Trust Affects Customer Loyalty: A Study on Star Hotels in Jakarta Province." Business Management and Strategy 9, no. 2 (2018): 100. http://dx.doi.org/10.5296/bms.v9i2.13615.

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This study aims to examine customer experience marketing (CEM), customer satisfaction, consumer trust affects customer loyalty for star hotels in Jakarta, Indonesia. This study employs a causal and descriptive research using a survey research method. This study hypothesizes that (1) CEM has a significant effect on customer loyalty, (2) CEM has a significant effect on customer satisfaction, (3) customer satisfaction has a significant effect on customer loyalty, (4) customer satisfaction has a significant effect on customer trust and (5) customer trust has a significant effect on customer loyalt

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Putra, Gempur Perdana Adha, and Ariyo Bramantory. "PELAKSANAAN PROGRAM CONTINUITY MARKETING DAN ONE TO ONE MARKETING DALAM UPAYA MENINGKATKAN LOYALITAS PELANGGAN ROYAL VANESSA HOTEL (Survei pada tamu repeat individu di Royal Vanessa Hotel Bengkulu)." Journal : Tourism and Hospitality Essentials Journal 3, no. 1 (2016): 451. http://dx.doi.org/10.17509/thej.v3i1.1965.

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Indonesia’s tourism industry has developed very rapidly, it’s characterized by the increasing number of tourist both foreign tourists. Form of tourism businesses that are currently experiencing a fairly rapid increase in the hotel industry as tourism support facilities. Customer loyalty is important in the hotel industry. A decline loyalty in Royal Vanessa Hotel is seen from the decrease in occupancy rate repeat guests. Decrease in the level of loyalty is a major threat to the hotel industry because of the presence of this loyalty will decrease the thread indicated a decrease in corporate prof

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Andreani, Fransisca, Laurencia Jap, and Ivana Karina Hosea. "CAN RELATIONSHIP BENEFITS MAKE CUSTOMERS COMMITTED AND LOYAL?" Jurnal Manajemen dan Kewirausahaan 21, no. 2 (2019): 145–53. http://dx.doi.org/10.9744/jmk.21.2.145-153.

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Tough competition has pushed four-star hotels in Surabaya to manage their competitive strategies. One of them is by providing relational benefits to maintain customer commitment and loyalty. This study is to reveal the impact of relationship benefits on customer loyalty with customer commitment as a mediating variable in four-star hotels in Surabaya. Partial Least Square (PLS) is used to analyze data. It is found that relationship benefits (confidence, social and special treatment benefits) have influenced customer loyalty with commitment as the mediating variable. The results show that relati

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Flores, Ana Fransisca, Estanislau Sousa Saldanha, and Manuel Vong. "The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty." Timor Leste Journal of Business and Management 2 (September 30, 2020): 56–65. http://dx.doi.org/10.51703/bm.v2i2.22.

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Sustainability of hotel’s performance can be determined by service quality, satisfaction and customer loyalty. The level of customer satisfaction can be increased if hotels offer good quality performance, and so it can retain customers to stay in a hotel. Thus, this research aims to identify and explain the influence of service quality for customer loyalty and test the effect of customer satisfaction mediation for the relationship between service quality and customer loyalty in the room division of the hotel. This research was conducted at hotel industries in Dili. Respondents for this researc

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Walelign, Andualem. "Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa)." International Journal of Business, Management & Economics Research 1, no. 1 (2020): 16–26. http://dx.doi.org/10.47747/ijbmer.v1i1.42.

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The main aim of this study was to investigate customer relationship management and customers’ loyalty in Hawassa city selected hotels by applying CRM dimensions of bonding, communication, conflict handling, empathy, responsiveness and trust. Convenience sampling technique was used to collect data from customers of the selected hotels. In line with the objective, descriptive research methods were used to examine the customers’ perceptions of CRM practices and future behavioral intentions. Inferential statistics were used to see the relationship between dependent and independent variables as wel

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Kristianto, Dwi Agus, and Amin Kiswantoro. "ANALISIS LOYALITAS PELANGGAN HOTEL SYARIAH DI DAERAH ISTIMEWA YOGYAKARTA." Kepariwisataan: Jurnal Ilmiah 13, no. 03 (2019): 15–30. http://dx.doi.org/10.47256/kepariwisataan.v13i03.29.

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In the past the function of the hotel was only as a place to stay for consumers who travel on business or tourism and do not have a relationship or family at their destination. Sharia concept hotels continue to grow along with the needs of Muslim consumers around the world. The concept of sharia hotels also continues to grow in Indonesia, especially in the Yogyakarta region as one of the tourist destinations in Indonesia. This study aims to determine the effect of price, service quality and brand image on customer loyalty of sharia hotels in Yogyakarta Special Region both partially and simulta

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Samsudin, Didin, and Fajar Kusnadi Kusumah Putra. "INFLUENCE OF EXPERIENTIAL MARKETING ON CUSTOMER LOYALTY IN SHARIAH-COMPLIANT HOTEL." Journal of Indonesian Tourism, Hospitality and Recreation 3, no. 2 (2020): 117–29. http://dx.doi.org/10.17509/jithor.v3i2.20401.

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This study set out to determine whether hotel guest perceptions in five aspects of experiential marketing: sense, feel, think, act, and relate and their effects on customer loyalty in Sharia-compliant hotels. Quantitative research methods were used in this study, questionnaire assessments of experiential marketing and loyalty were collected from 100 respondents who stayed at Sharia-compliant hotels in the city of Jakarta, Indonesia. The findings show that experiential marketing was statistically significant (R2 = 0.677) as a predictor variable of customer loyalty in Sharia-compliant hotels.Key

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Adiati, Maria Pia. "Program Corporate Social Responsibility di Industri Hotel: Sebuah Keuntungan atau Kerugian untuk Hotel." Binus Business Review 3, no. 1 (2012): 502. http://dx.doi.org/10.21512/bbr.v3i1.1338.

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A word of CSR which stands for Corporate Social Responsibility is now becoming popular and more often many companies insert the CSR activities into its company profile. CSR has another different names such as Social Activity or Sustainability Development. CSR program according to wikipedia ia an organization or company has a responsibility to its customer, employees, share holders, community and environment in every aspect involved in company operasional. In the management science, there is a level whereas it is called social responsibility or it is just social obligation. Many opinions argues

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Gürlek, Mert, Ertugrul Düzgün, and Selma Meydan Uygur. "How does corporate social responsibility create customer loyalty? The role of corporate image." Social Responsibility Journal 13, no. 3 (2017): 409–27. http://dx.doi.org/10.1108/srj-10-2016-0177.

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Purpose This paper aims to investigate whether corporate image has a mediating effect on the influence of corporate social responsibility (CSR) on customer loyalty in independent hotels. Design/methodology/approach Data were collected from customers of five-star hotels located in Istanbul in Turkey. The theoretical model was tested with 404 usable data. The results were analyzed by using structural equation modeling (SEM). Findings Findings show that CSR creates customer loyalty partially through corporate image in the independent hotels. In addition, it was found that the hotels included in t

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Palacios-Marques, Daniel, Maria Guijarro, and Agustin Carrilero. "The use of customer-centric philosophy in hotels to improve customer loyalty." Journal of Business & Industrial Marketing 31, no. 3 (2016): 339–48. http://dx.doi.org/10.1108/jbim-05-2013-0110.

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Purpose The purpose of this paper is to study the impact the quality of online and multi-channel offers have on perceived value. It is also analyzed whether customer-centric management will ensure a greater perceived value and loyalty of the customer for the hotel. The authors analyze its relationship with customer satisfaction, perceived value and switching costs related to hotels with customer-centric management. Design/methodology/approach The sample of the paper are hotel users with Internet access. The authors have obtained 420 valid questionnaires through personal interviews. The statist

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Gracia, Esther, Arnold B. Bakker, and Rosa M. Grau. "Positive Emotions." Cornell Hospitality Quarterly 52, no. 4 (2011): 458–65. http://dx.doi.org/10.1177/1938965510395379.

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Although customer quality evaluations is a recognized precursor to loyalty, several studies have indicated that loyalty also depends on favorable customer emotions toward a hotel or restaurant. This model of developing loyalty can be summarized as a process that begins with the customer’s favorable assessment of service quality; continues with positive feelings toward the establishment; and ends with loyalty behavior, including repeat purchases and favorable recommendations. To assess this process, a cognitive-affective-conative model is tested, using separate constructs to clarify the specifi

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Seh Tah, Irene, and Awo Kyemenua Darko. "Investigating the Effectiveness of Branding on Customer Loyalty in Some Selected Hotels in Accra, Ghana." Global Journal of Educational Studies 4, no. 2 (2018): 38. http://dx.doi.org/10.5296/gjes.v4i2.13576.

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The study investigated the effectiveness of branding on customer loyalty in some selected hotels in Accra. In all, 250 questionnaires were administered to the customers and 200 representing 80% were retrieved. Five selected hotels in Accra were used for the research. The study revealed that some hotels apply branding strategies in selling their products while others do not. This was attributed to the fact that managers of those hotels are unaware of the benefits of effective branding strategies. The study also revealed that services that attract customers most to a hotel include front office,

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Awad, Nancy, and Sherif Saad Soliman. "Studying the Impact of Egyptian Hotels' Websites Marketing on Customers' E-Satisfaction." International Journal of Tourism and Hospitality Management in the Digital Age 1, no. 2 (2017): 53–63. http://dx.doi.org/10.4018/ijthmda.2017070105.

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The purpose of this research is to study the impact of Egyptian hotels' websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit) This questionnaire included items pertaining to the customer satisfaction success factors (website information quality, system convening Egyptian hotels' websites marketing. The study focused on five star hotels. Most of the custo

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Liu, Stephanie Q., and Anna S. Mattila. "The influence of a “green” loyalty program on service encounter satisfaction." Journal of Services Marketing 30, no. 6 (2016): 576–85. http://dx.doi.org/10.1108/jsm-09-2015-0298.

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Purpose Presently, loyalty programs often offer preferential treatment to the firm’s best customers, and recently, service firms started to incorporate corporate social responsibility (CSR) initiatives into the loyalty reward programs (e.g. Starwood’s “Make A Green Choice”). However, academic research advancing the understanding of the effectiveness of CSR-focused loyalty programs is lacking. To bridge that gap, this paper aims to examine the influence of a “green” loyalty program on members’ and bystanders’ service encounter satisfaction in light of preferential treatment. Furthermore, this p

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Lemy, Diena, Edmund Goh, and Jie Ferry. "Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels." Journal of Vacation Marketing 25, no. 4 (2019): 462–79. http://dx.doi.org/10.1177/1356766718819658.

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This study developed and empirically tested a model to explore the relationships between contact personnel, physical environment, service quality, relationship quality, service innovation, and customer loyalty in Indonesia five-star hotels. Structural equation modeling was conducted on data collected from 596 hotel guests staying at five-star hotels in Jakarta, Indonesia. Results indicated significant relationships between contact personnel and service quality, service quality and customer loyalty, and the moderating effect of service innovation on the interaction of service quality and custom

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Šerić, Maja, Irene Gil-Saura, and Josip Mikulić. "Customer-based brand equity building." Journal of Vacation Marketing 23, no. 2 (2016): 133–44. http://dx.doi.org/10.1177/1356766716634151.

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The marketing literature suggested that customers are adding incremental value to a product by its brand, conceptualizing this phenomenon in terms of brand equity. This article is a contribution to this area of study as it provides a new understanding of the process of brand equity building, when approached from the customer point of view. The empirical research is centred on the hospitality industry, more specifically, upscale (i.e. four- and five-star) hotels in Croatia. The data were collected from 475 guests in 24 upscale hotels. The results reveal that image and loyalty exert a direct imp

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Keshavarz, Yousef. "The Effects of Malaysian Hotels Services on Customer Loyalty." Journal of Education and Vocational Research 4, no. 10 (2013): 287–92. http://dx.doi.org/10.22610/jevr.v4i10.132.

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In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one of these industries affects tourists to be satisfied and desire to visit the place again. Service quality is the most important factor by which hotels influence their guests to be loyal; therefore in this study the effect of service quality on tourist loyalty will be investigated. Factors of service

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Cheng, Boon Liat, Chin Chuan Gan, Brian C. Imrie, and Shaheen Mansori. "Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry." International Journal of Quality and Service Sciences 11, no. 2 (2019): 187–203. http://dx.doi.org/10.1108/ijqss-09-2017-0081.

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Purpose The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach A self-administered questionnaire was distributed to 500 respondents who had the experiences of staying in the hotels in Malaysia. The structural equation modelling technique was used to study the relationship between the model and the developed hypotheses. Findings The findings revealed that service recovery dimensions are significantly related to customer satisfaction and

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Bowen, John T., and Shiang-Lih Chen McCain. "Transitioning loyalty programs." International Journal of Contemporary Hospitality Management 27, no. 3 (2015): 415–30. http://dx.doi.org/10.1108/ijchm-07-2014-0368.

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Purpose – The purpose of this study is to reflect on Bowen and Chen’s study and provide insight for researchers to help them build loyalty models that will fit the consumer behavior of Millennials and managers as they build customer loyalty with Millennials. In 2001, Bowen and Chen developed and implemented a research framework for hotel managers to identify attributes that will increase customer loyalty. Since 2001, a major shift has taken place: demographically, as Baby Boomers retire and pass on, Millennials will become the dominant generational segment. Design/methodology/approach – The au

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Sukhu, Anupama, and Robert Scharff. "Will ‘doing right’ lead to ‘doing well’? An examination of green behavior." Journal of Consumer Marketing 35, no. 2 (2018): 169–82. http://dx.doi.org/10.1108/jcm-04-2016-1778.

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Purpose The purpose of this research was to identify the drivers of customer loyalty in the context of green marketing. In particular, the extended theory of reasoned action model specified here added crucial constructs in consumer behavior, namely, consumers’ trust and beliefs about corporate social responsibility, to increase the predictability of the model. Additionally, the moderating role of level of education in predicting customer loyalty to hotels was also examined. Design/methodology/approach A mixed methodology was used for the study. A structural mixed methodology was used for the s

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Nguyen, Han Ho Ngoc, Thanh Huynh Mai Pham, and Thuy Ngoc Pham. "THE EFFECT OF SERVICE QUALITY AND SWITCHING BARRIERS ON CUSTOMER LOYALTY – A STUDY OF HOSPITALITY SERVICES." Science and Technology Development Journal 14, no. 2 (2011): 65–72. http://dx.doi.org/10.32508/stdj.v14i2.1930.

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Customer loyalty is the goal towards which many businesses, including tourist hotels place importance on. Loyalty does not only mean repurchasing, but also involves positive talk about the service to others. This paper models customer satisfaction as a mediating variable of service quality and customer loyalty. It investigates the effect of service quality on customer satisfaction and then the effect of customer sarisfaction on customer loyalty. The impact of switching barriers on customer loyalty is also investigated. The results show that there are two components of service quality affecting

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Hassan, Hasliza, Zahra Pourabedin, Abu Bakar Sade, and Jiayi Chai. "Loyalty membership for luxury hotels in Malaysia." International Journal of Tourism Cities 4, no. 2 (2018): 179–93. http://dx.doi.org/10.1108/ijtc-01-2017-0004.

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Purpose Loyalty membership is widely used as a marketing strategy to secure customer’s loyalty in many business sectors. The purpose of this paper is to focus on loyalty membership of customer in Malaysian luxury hotels, specifically, in the capital city of Kuala Lumpur, Malaysia by looking into the perceived value of economic, interaction and psychological needs. Design/methodology/approach Quantitative cross-sectional research was conducted to explore the feedback from customers who have loyalty membership with a luxury hotel. Surveyed data of 489 respondents were analysed using confirmatory

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Tefera, Orthodox, and Stephen Migiro. "The Relationship amongst Customer Satisfaction, Loyalty, Demographic and Tripographic1 Attributes: A Case of Star Rated Hotel Guests in Ethiopia." Journal of Economics and Behavioral Studies 10, no. 6A (2019): 16–29. http://dx.doi.org/10.22610/jebs.v10i6a.2648.

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The hospitality industry in general and hotels in particular attend to diverse guests and their expectations. The satisfaction of all hotels guests and retaining them as a loyal customer, given their different profiles, is imperative but challenging to the sector. This study aims to address this very issue by trying to establish the relationship amongst, customer satisfaction, loyalty, demographic and tripographic attributes by focusing on the hotel guests who stayed in star rated hotels in Ethiopia. Satisfaction was measured as satisfaction with the product, satisfaction with the employees an

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Berezan, Orie, Michelle Yoo, and Natasa Christodoulidou. "The impact of communication channels on communication style and information quality for hotel loyalty programs." Journal of Hospitality and Tourism Technology 7, no. 1 (2016): 100–116. http://dx.doi.org/10.1108/jhtt-08-2015-0031.

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Purpose – The purpose of this study is to evaluate the impact of communication channels on communication style and information quality as perceived by loyalty program members. Design/methodology/approach – An online survey was utilized to collect data, and multivariate analysis of variance was used to test the study hypothesis. Findings – Study results indicated that the choice of a communication channel has a significant impact on the perceived communication style and information quality. Research limitations/implications – The use of an online survey restricted the ability to generalize find

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Liu, Matthew Tingchi, Yongdan Liu, Ziying Mo, Zhidong Zhao, and Zhenghao Zhu. "How CSR influences customer behavioural loyalty in the Chinese hotel industry." Asia Pacific Journal of Marketing and Logistics 32, no. 1 (2019): 1–22. http://dx.doi.org/10.1108/apjml-04-2018-0160.

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Purpose The purpose of this paper is to focus on how corporate social responsibility (CSR) (i.e. responsibility to customers, employees and society) influences customer behavioural loyalty in the hotel industry. The mediating effects of brand image and customer trust on the relationship between CSR and customer behavioural loyalty are also considered. Design/methodology/approach In total, 298 valid responses to questionnaire surveys were collected from a convenience sample in China in 2017. A structural equation model was used to test the hypotheses. Findings Hotel customer behavioural loyalty

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Sánchez-Casado, Noelia, Andres Artal-Tur, and Eva Tomaseti-Solano. "Social Media, Customers' Experience, and Hotel Loyalty Programs." Tourism Analysis 24, no. 1 (2019): 27–41. http://dx.doi.org/10.3727/108354219x15458295631918.

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Fernando, W. B. J. A. J. "Factors Associated with Customer Satisfaction towards Customer Loyalty among Star Grade Hotels." Journal of Asian Business Strategy 9, no. 2 (2019): 193–203. http://dx.doi.org/10.18488/journal.1006.2019.92.193.203.

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Kang, Min Joo, and Seul Ki Lee. "How Hotel loyalty Programs Influence Customers’ Satisfaction and Retention : With Emphasis on Membership Customers’ Perceived Values of Hotel Loyalty Programs." Journal & Article Management System 16, no. 4 (2020): 41–62. http://dx.doi.org/10.31927/asec.16.4.3.

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Bhaskaran Pillai, Subash Kizhakanveatil. "Service Quality, Customer Satisfaction and Loyalty: a comparative study of hotel with retail banking, hospitals and retail services industries." Revista Latino-Americana de Turismologia 3, no. 2 (2018): 38–49. http://dx.doi.org/10.34019/2448-198x.2017.v3.10047.

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This exploratory research aims to determine whether there are perceived and significant differences with respect to service quality (SQ) attributes offered by four different service industries; viz.; Banks, Hotels, Hospitals and Retail storesin Goa. The SERVQUAL model (Parasuramanet al., 1988) was used to measure service quality perception. This study will attempt to validate the relationship between SQand customer satisfactionand also attempt to validate any potential mediating effect that customer satisfaction may have on the relationship between SQ and Customer Loyalty. The findings of the

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Rather, Raouf Ahmad, and Jyoti Sharma. "Customer engagement for evaluating customer relationships in hotel industry." European Journal of Tourism, Hospitality and Recreation 8, no. 1 (2017): 1–13. http://dx.doi.org/10.1515/ejthr-2017-0001.

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AbstractCustomer engagement can be used as a proxy in customer behaviour research for evaluating customer relationships towards a company and/or brand. Companies are increasingly recognizing the value of establishing close customer relationships. The objective of the research was to explore the associations among customer engagement dimensions and loyalty for evaluating customer relationships in hotel industry. Furthermore, the study evaluated the level and influence of new customers and repeat customer segments. The questionnaires were completed by 240 customers from five star hotels (30% cus

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Dalimunthe, Femmy Indriany. "Behavior Analysis of Brand Loyalists and Brand Switcher in 5-Star Accommodation Services in Medan City." Society 9, no. 1 (2021): 54–71. http://dx.doi.org/10.33019/society.v9i1.299.

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A brand is a fundamental part of the marketing strategy in influencing purchase interest. A person’s buying ability will influence a customer to choose the product they want. In addition, higher competitiveness among hotels will create more awareness to maintain customer satisfaction and turn it into customer loyalty as the main target of their marketing. In connection with achieving customer loyalty, hotels must study the factors influencing customers to become loyal or switch from the hotel brand. A brand can be measured through brand equity which consists of a set of assets and liabilities

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Zoubi, Faiz H., and Diya Mohammad Al-Harazneh. "The Impact of Social Media on Customers’ Loyalty toward Hotels in Jordan." International Journal of Business and Management 14, no. 5 (2019): 123. http://dx.doi.org/10.5539/ijbm.v14n5p123.

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The present study aimed at exploring the impact of social media on customers&#39; loyalty toward the five stars hotels located in Jordan, it also aimed at exploring the impact of satisfaction as a mediating variable on the relationship between social media and customers&rsquo; loyalty from the perspectives of customers and marketing managers. In more precise, to measure the mediating effect of satisfaction in the causal relationship between social media and customers&rsquo; loyalty toward five stars hotels. Regression analysis and correlational coefficient were used for analysis pu

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Sarwari, Sara. "Relationship Marketing Model." International Journal of Customer Relationship Marketing and Management 9, no. 2 (2018): 16–32. http://dx.doi.org/10.4018/ijcrmm.2018040102.

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To keep the customer loyal, today relationship marketing gets more and more attention in hospitality industry especially in the hotel business. This article develops a model of relationship marketing to empirically investigate: (1) the effect of emotions on relationship quality; and (2) and the effect of both relationship quality and emotions on customer loyalty. Here empirical findings are derived from a survey of 284 loyal guests at five-star hotels in Bangladesh by using structural equation modeling (AMOS 21.0). The findings of this article provide strong evidence of the relationship betwee

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Khajeh Nobar, Hossein Bodaghi, and Reza Rostamzadeh. "THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE AND CUSTOMER LOYALTY ON BRAND POWER: EMPIRICAL EVIDENCE FROM HOTEL INDUSTRY." Journal of Business Economics and Management 19, no. 2 (2018): 417–30. http://dx.doi.org/10.3846/jbem.2018.5678.

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This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the Hotel industry. This study used a descriptive-survey research design based on the correlation method. The selected populations were Pars Hotels’ customers. Sample size was 384, based on Krejcie and Morgan’s sampling table. The structural equation modeling was used to evaluate the causal simulation and to examine the reliability and validity of the measuring model. The research results showed that customer expectation has the most impact on customer satisfaction with path coeffic

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Akunja, Lydia Aluoch. "Brand Image as a Determinant of Customer Loyalty in Selected Nairobi Hotels." East African Journal of Business and Economics 2, no. 1 (2020): 29–42. http://dx.doi.org/10.37284/eajbe.2.1.168.

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Loyalty among customers is a major purpose for firms seeking lasting connections with their patrons. Creating and sustaining an acceptable product image with consumers is vital for sustaining a business in today’s spirited markets. The relationship between brand image and customer loyalty in hotels is blurred. Additionally, scholarly works associated with brand image and loyalty in the hotel and hospitality sector in Kenya is inadequate, hence the study gap. The study purpose sought to investigate the effects of brand image on customer loyalty in Kenyan hotels It employed an explanatory resear

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