Posttrip Behavioral Differences Between First-Time and Repeat Guests: A Two-Phase Study in a Hospitality Setting

MiRan Kim, Bonnie J. Knutson, Christine Vogt

Research output: Contribution to journalArticle

8 Citations (Scopus)

Abstract

This study was designed to investigate posttrip behavioral differences between first-time and repeat hotel guests by examining causal relationships among delight, satisfaction, attitudinal loyalty, and behavioral loyalty. A two-phase study was conducted to validate actual future behavioral loyalty. The online surveys to measure satisfaction, delight, and attitudinal loyalty were completed by 1,573 hotel guests as Time 1. A follow-up study was used to identify those who rebooked and stayed in the same hotel within the year; behavioral loyalty as Time 2. A proposed model was tested in the hotel setting using structural equation analysis. The impact of delight on attitudinal loyalty was found to be greater for first-time guests than for repeat guests. Implications for management and future research are presented. Customer satisfaction was found to have a greater influence on attitudinal loyalty for repeat guests than for first-time guests.

Original languageEnglish (US)
JournalJournal of Hospitality Marketing and Management
DOIs
StateAccepted/In press - 2014
Externally publishedYes

Fingerprint

Hotels
Customer satisfaction
Attitudinal loyalty
Hospitality
Behavioral loyalty
analysis

Keywords

  • Consumer behavior
  • delight
  • hotel guests
  • loyalty
  • satisfaction

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing
  • Management Information Systems

Cite this

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