Despite the amount of research focusing on brand loyalty, empirical tests relationship between customer satisfaction and loyalty have not been conducted. The primary purpose this study was to investigate mediating effects attitudinal behavioral loyalty. More over, we developed a robust measurement in lodging industry by using constructs. majority respondents were business travelers who stayed at an upper-middle-class hotel. results investigation suggested that had significant indirect effect...

This empirical article explores the effects of image congruence on customers’ postpurchasing behaviors, focusing specifically customer satisfaction and brand loyalty in lodging industry. Key findings indicate that social ideal has significant direct indirect attitudinal loyalty. The proposed model is tested following a systematic approach to mediation analysis as part structural equation modeling. Furthermore, discusses theoretical managerial implications well future research ideas.

The purpose of this study is to examine the effect restaurant brand personality on customer's emotions (positive and negative), customer satisfaction, loyalty using structural equation models. also explores applicability five-factor model scales industry. Empirical data were gathered from 475 diners at five properties a chain via survey questionnaires. This confirms dimensions in Also, findings suggest that customers' play dominant role explaining satisfaction loyalty. Marketers would gain...

The authors investigated the relationship between image congruence and consumption emotions possible influence of this on customer loyalty in lodging industry. Overall fit proposed model research hypotheses were tested using structural equation modeling. results showed that their model, which links congruence, emotions, loyalty, was generally supported, whereas linkage social not significant. Findings study integrate recent work into growing body role forming

This study proposed and tested a theoretical model consisting of antecedents consequences recovery satisfaction using scenario experimentation (2 × 2 factorial design). Each participant was provided the same service failure (overcooked steak) one eight scenarios. Structural equation modeling used to test hypotheses based on 286 cases. All three dimensions justice had positive effects satisfaction. Recovery trust overall Trust commitment Commitment behavioral intentions. Although might...

Purpose – The purpose of this paper is to achieve three objectives: investigate perceived quality work life (QWL) need attributes among frontline employees in the lodging industry, assess asymmetric relationships between QWL and job satisfaction (JS) prioritize for effective management JS. Design/methodology/approach Data were analyzed using exploratory factor analysis, impact range-performance analysis impact-asymmetry analysis. Findings Each attribute showed significant various or linear...

This study examined the relationship between following key variables: internal service quality, self-efficacy, job satisfaction, self-esteem, and organizational commitment. The sought to identify ways improve casino employees’ further enhance commitment, possibly decrease turnover intention. A total of 328 Korean dealers responded a survey questionnaire developed test model. Results showed that all quality dimensions (i.e., training, communication, perceived benefits) positively influenced...

Despite the significance of understanding customer behavior in integrated resort setting, only limited research has been conducted on this topic. Thus, study aims to identify and assess antecedents brand loyalty from perspective Oliver's cognitive, affective, conative theory attitudinal model. . A total 443 respondents who had experienced resorts participated completed a survey questionnaire. positive relationship was observed between two-way communication attitude, emotional exchange...

Purpose Big data analytics allows researchers and industry practitioners to extract hidden patterns or discover new information knowledge from big data. Although artificial intelligence (AI) is one of the emerging techniques, hospitality tourism literature has shown minimal efforts process analyze through AI. Thus, this study aims develop compare prediction models for review helpfulness using machine learning (ML) algorithms restaurant Design/methodology/approach The analyzed 1,483,858...

Purpose Experience and value creation have become integral themes for tourism service providers. This study aims to understand the role of different types experiences in formulating customers’ perceived value. Studies on this area are scarce, especially cruise industry. Design/methodology/approach A research model that includes two variables, namely, functional wellness values, four brand experience sensory, affective, behavioral intellectual factors, was tested through partial least-squares...

ABSTRACT Training has been found to link with improving job satisfaction and employee intention stay. The purposes of this research were investigate the expectations perceptions training quality between hotel managers employees, suggest implications for increasing satisfaction, stay among employees in industry. conceptual model study was developed based on SERVQUAL ServiceProfit Chain model. T-test showed that perceived low quality, which suggested not satisfied needed improvement. Results...

This article describes the development of a consumption emotion scale for use in full-service restaurant industry. The current measures utilized consumer and marketing research are reviewed, along with conceptualization emotions. adequacy employing categorical approach to assess customers' emotional responses is discussed. Moreover, appropriate procedure described. Based on quantitative analyses, multi-item involving four dimensions emotions (excitement, comfort, annoyance, romance)...

ABSTRACT This study addressed the impact of positive and negative consumption emotions on customer satisfaction repeat visit intentions. A total 248 cases were used to test hypotheses using a series multiple regression analyses. Generally, findings consistent with literature. Two dimensions (positive negative) confirmed in this confirmatory factor analysis. Positive showed significant effects Customer was determinant appeared be full mediator relationship between customers their Negative...

ABSTRACT Relying on CitationAaker's (1996) dimensions of brand personality, this study investigated the relationships between personality and its antecedents consequences in upper-upscale business hotel segment. Two personality––competence sophistication––were confirmed. User imagery was found to be strongest predictor while trust had significant mediating effect relationship loyalty. The theoretical practical implications study's findings are included assist both academicians practitioners...