Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?

Khan, I. and Fatma, M. and Shamim, A. and Joshi, Y. and Rahman, Z. (2020) Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship? International Journal of Hospitality Management, 89.

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Abstract

The study examines the critical role of customer experience in determining hotel brand loyalty and the moderating role of gender, loyalty card membership, age, and critical incident recovery in this relationship. Based on a sample of 408 hotel guests and employing structural equation modeling approach, dimensions that comprise �customer experience with hotel brands��hotel location, hotel staff competence, hotel stay, and ambience, hotel website and social media, and guest-to-guest experience�are found to have relative effects on hotel brand loyalty. The results contribute to hospitality realm by suggesting the moderating effect of gender, loyalty card membership, age, and critical incident recovery on customer experience-loyalty relationship. Implications for managerial practice and theory are discussed together with limitations and further research directions. © 2019 Elsevier Ltd

Item Type: Article
Impact Factor: cited By 11
Depositing User: Ms Sharifah Fahimah Saiyed Yeop
Date Deposited: 25 Mar 2022 03:22
Last Modified: 25 Mar 2022 03:22
URI: http://scholars.utp.edu.my/id/eprint/30057

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