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 language | English (US) |
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Pages (from-to) | 722-745 |
Number of pages | 24 |
Journal | Journal of Hospitality Marketing and Management |
Volume | 23 |
Issue number | 7 |
DOIs | |
State | Published - 2014 |
Externally published | Yes |
Keywords
- Consumer behavior
- Delight
- Hotel guests
- Loyalty
- Satisfaction
ASJC Scopus subject areas
- Management Information Systems
- Tourism, Leisure and Hospitality Management
- Marketing