Posttrip behavioral differences between first-time and repeat guests: A two-phase study in a hospitality setting

Miran Kim, Bonnie J. Knutson, Christine A. Vogt

Research output: Contribution to journalArticle

8 Scopus citations

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)
Pages (from-to)722-745
Number of pages24
JournalJournal of Hospitality Marketing and Management
Volume23
Issue number7
DOIs
StatePublished - Jan 1 2014
Externally publishedYes

Keywords

  • Consumer behavior
  • Delight
  • Hotel guests
  • Loyalty
  • Satisfaction

ASJC Scopus subject areas

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

Fingerprint Dive into the research topics of 'Posttrip behavioral differences between first-time and repeat guests: A two-phase study in a hospitality setting'. Together they form a unique fingerprint.

  • Cite this