Antecedences of Customer Loyalty in the Pakistani Hospitality Industry

2019 ◽  
pp. 129-143
Author(s):  
Sadia Cheema ◽  
Nirmal Ahsan ◽  
Sadaf Amjad ◽  
Zaira Yasmeen Bukhari
Keyword(s):  
Customer Loyalty ◽  
Hospitality Industry

Dimensionality and Consequences of Customer Engagement: A Social Exchange Perspective

2019 ◽  
Vol 23 (3) ◽  
pp. 255-266 ◽  
Author(s):  
Raouf Ahmad Rather ◽  
Jyoti Sharma
Keyword(s):  
Factor Analysis ◽  
Social Exchange ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Affective Commitment ◽  
Academic Research ◽  
Customer Engagement ◽  
Marketing Theory ◽  
Empirical Results ◽  
The Impact

Based on social exchange theory (SET), as well as relationship marketing theory (RMT), this study investigates the impact of customer engagement (CE) underlying dimensions, namely, enthusiasm, attention, absorption, interaction and identification on customer loyalty and affective commitment in hospitality industry. This study also validates and confirms the multidimensionality of CE in hospitality industry. Perceptions of 240 hotel customers were used to explore the relationships. Exploratory factor analysis and confirmatory factor analysis followed by multiple regression analysis were employed to examine the data. The empirical results indicate that by contrasting two rival models, five dimensional model provides the solid foundation and accomplishes excellent fit for data. Empirical results suggest that CE dimensions have influential impact on customer loyalty. Similarly, results demonstrate that CE has significant and positive influence on affective commitment. These findings offer insight into dimensionality and consequences of CE for academic research and bring value to service contexts particularly hospitality.

Customer loyalty: a review and future directions with a special focus on the hospitality industry

2015 ◽  
Vol 27 (3) ◽  
pp. 379-414 ◽  
Author(s):  
Jay Kandampully ◽  
Tingting (Christina) Zhang ◽  
Anil Bilgihan
Keyword(s):  
Employee Engagement ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Service Industry ◽  
Customer Engagement ◽  
Special Focus ◽  
Content Type ◽  
Emerging Issues ◽  
Brand Ambassadors ◽  
The Impact

Purpose – This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty. Design/methodology/approach – By synthesizing extant customer loyalty literature, this article seeks further understanding of loyalty and offers priorities for ongoing loyalty research. Findings – Using conceptual models, this study provides a framework designed to extend the understanding of customer loyalty and the impact of the evolving role of engaged customers. Practical implications – Companies are advised to create emotionally engaged, loyal brand ambassadors by focusing on emerging areas, such as customer engagement, brand citizenship behaviors, mass personalization, employee engagement, brand ambassadors (both employees and customers), co-creation of value, co-design, co-consumption and rapport between customers and employees. Originality/value – This article crafts a conceptual framework for customer loyalty and identifies those factors that influence its development in the service industry with a special focus on the hospitality industry.

Customer loyalty: exploring its antecedents from a green marketing perspective

2015 ◽  
Vol 27 (5) ◽  
pp. 896-917 ◽  
Author(s):  
Patricia Martínez
Keyword(s):  
Customer Loyalty ◽  
Hospitality Industry ◽  
Environmental Issues ◽  
Theory And Practice ◽  
Green Marketing ◽  
Content Type ◽  
Mediating Variables ◽  
Green Trust ◽  
Positive Direct ◽  
Hierarchy Of Effects

Purpose – This study aims to propose a hierarchy of effects model to study three antecedents of green loyalty: green trust, green satisfaction and green overall image, and to examine the relationships between these variables. At present, environmental issues attract the attention of academics and professionals around the world. In the hospitality industry, this interest is even greater because of the considerable quantities of water and energy consumed by hotel companies and because of the environmental degradation that this industry can cause with unmanaged growth and development. For this reason, several authors have proposed incorporating the green loyalty construct as a key variable in tourism theory and practice. Design/methodology/approach – To test the proposed model empirically, personal surveys of hotel customers were conducted in Spain using a structured questionnaire. A structural equations model was developed to test the research hypothesis. Findings – The findings show that green overall image has positive direct effects on green trust, green satisfaction and green loyalty. At the same time, they reveal that both green trust and green satisfaction have positive effects on green loyalty. In addition, green trust has a positive influence on green satisfaction. Research limitations/implications – This research deals with the relationship between the variables of interest, without considering other antecedents and consequences. Thus, there is still a need to explore other mediating variables (e.g. willingness to pay more to stay in a green room, or commitment regarding environmental issues), as the explanatory power of this model could still be improved. In addition, given the role of green trust and green satisfaction as mediating variables of green overall image and green loyalty, this study recognizes the need for in-depth research into the enhancement of green trust and green satisfaction. Practical implications – From a practical point of view, hoteliers and marketers working for a green hotel should develop a positive green overall image and enhance customers’ perceptions of green trust and green satisfaction. In particular, they should emphasize the importance of environmental issues to customers by promoting green campaigns. At the same time, hoteliers in a green context should create effective strategies to improve their hotel’s image. Originality/value – Although existing research has investigated relevant aspects of customer trust, satisfaction, overall image and loyalty, these issues have not been discussed from a green marketing perspective. Apart from that, the main contribution of this paper is its exploration of the influence of green trust, green satisfaction and green overall image on green loyalty in a hospitality setting, following the framework of the hierarchy of effects model. By complementing previous studies on customer loyalty in the environmental context and exploring the relationships among these constructs, this study offers an assessment of how green marketing strategies in the hospitality industry increase green loyalty.

scholarly journals Enhancing Customer Loyalty Through Quality Service Delivery in Hospitality Industry in Nigeria

2020 ◽  
Vol 02 (04) ◽  
pp. 23-31
Author(s):  
Adebowale Paul Adebayo ◽  
Joshua Ilesanmi Ademokoya
Keyword(s):  
Service Delivery ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Quality Service

scholarly journals Promoting Restaurants Using Social Networks: Still A Lot Of Room For Improvement

2014 ◽  
Vol 13 (7) ◽  
pp. 1613 ◽  
Author(s):  
Jose Vicente Sanchis Verdeguer ◽  
Angel Peiro-Signes ◽  
Maria-del-Val Segarra-Ona
Keyword(s):  
Social Networks ◽  
Customer Loyalty ◽  
Search Engines ◽  
Hospitality Industry ◽  
Business Models ◽  
Target Audience ◽  
Social Shopping ◽  
Online Business ◽  
Key Issues

A growing trend in the hospitality industry is the promotion of products and services on social networks as an effective and economical way to reach a very important population mass with a bidirectional speech.The aim of this paper is to explore the processes used by Spanish restaurants in two ways: 1) adding to the portfolio of services offered and 2) for the recruitment of staff. Business models of social shopping can be divided largely into three categories: 1) social shopping intermediaries, 2) social shopping markets, and 3) social shopping search engines. It is observed that more and more Spanish restaurants use social shopping to attract their target audience, but this is not very long term. Therefore, a change in the Spanish restaurants model is observed as the customer loyalty decreases and the online business increases. Understanding the key issues will be crucial in maintaining the competitiveness of the business of catering in Spain.

scholarly journals Determinants of customers’ loyalty for hospitality industry

2011 ◽  
Vol 2 (1) ◽  
pp. 19-25 ◽  
Author(s):  
Sher Akbar
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Service Providers ◽  
Hotel Industry ◽  
Trust Value ◽  
Attitudinal Loyalty ◽  
Equation Analysis ◽  
Service Oriented

Customer loyalty is very necessary for the competitive market environment. The growing presence of relationship marketing efforts has led to increased competition among service providers. So hospitality industry is more service oriented, effecting by customers’ interest. To achieve the desirable customer to the business, for this purpose Relationship marketing efforts would have to be implemented in order to determine whether frequent guest is loyal to the particular company. Previous research has identified the determinants of customers’ loyalty for a hotel industry and has been adapted and used in this study. Structural equation analysis was applied to identify which factors (service quality, customer satisfaction, trust, value and hotel membership program, socio demography of the customer) have positively impact customer loyalty. According the result of this study all the determinants of loyalty have significance relationship with customer loyalty, and it was also indentified that customer loyalty as a function of both behavioral and attitudinal loyalty. The framework adopted and modified for this research demonstrated the formation of a solid structure that would allow for collecting valuable findings. This study has extended and adopts the previous loyalty model and has been applied in the hotel industry of Penang, Malaysia.

scholarly journals The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta

2017 ◽  
Vol 8 (1) ◽  
pp. 23 ◽  
Author(s):  
Rianto Nurcahyo ◽  
Annisa Fitriyani ◽  
Irma Nur Hudda
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Analysis Technique

Hotel developments currently grow very rapidly. The emergence of new hotels increases the competition in the hospitality industry. This research aimed to determine the influence of the facilities, the quality of service to customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Data collection were done by distributing questionnaires directly to 360 customers in Borobudur Hotel, Jakarta. The analysis technique used path analysis. The results of this research indicate that the variables of facilities, service quality, and customer satisfaction significantly affect customer loyalty variables simultaneously or partially. In addition, facilities and quality of service variable have a significant effect on customer satisfaction variables.

Customer Feedback Helps in Driving An Improved Service Culture: The Case of Five Star Hotels in Pune District

2015 ◽  
Vol 1 (1) ◽  
Author(s):  
Sanjeeb Pal
Keyword(s):  
Sample Size ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Direct Marketing ◽  
Relationship Building ◽  
View Point ◽  
Feedback Systems ◽  
Service Culture ◽  
Customer Feedback ◽  
Leisure Travelers

In the present scenario of the Indian Hospitality Industry, service culture is a vital competitive policy which keeps both the customers happy and helps build a great base for Customer Loyalty. My paper is a modest attempt to examine the different feedback systems being followed by star category hotel and compare them from the view point of both the customers as well as the Hoteliers. The sample size used for the Customers was 150 out of which 110 actually responded which include both business and leisure travelers. The results show that the direct marketing tools used by hotels are very good to maintain contacts with the regular guest, but when it comes to relationship building, services provided at the hotels are the ones that help the most to build relationship and helps in driving an improved service culture.

Approaches to the definition of concept "customer loyalty" in hospitality industry

2016 ◽  
Vol 10 (1) ◽  
pp. 85-93
Author(s):  
Анастасия Поправкина ◽  
Anastasiya Popravkina ◽  
Любовь Морозова ◽  
Lyubov Morozova ◽  
Джавания Чернова ◽  
...  
Keyword(s):  
Service Quality ◽  
Research Methods ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Brand Management ◽  
Customer Orientation ◽  
Consumer Loyalty ◽  
Russian Market ◽  
Service Levels ◽  
Definition Of

The article raises the question of the research methods of consumer loyalty level in the hospitality industry and considers the main approaches to this concept. In recent years the Russian market of hotel services has expanded. The authors present the indicators of activity of collective accommodation facilities in 2000-2014 and consider the development trends in hotel business. The process aiming at developing customer loyalty is the bedrock of brand management and formation of hospitality industry. This process is created through emotional and functional benefits; as a result, the article discusses the steps of the formation of customer loyalty. The authors disclose the concept of "loyalty", both domestic and foreign authors, and on the basis of diversity of interpretations of this term give the terms “consumer loyalty” and “customer loyalty”. Consumers of hotel services are one of the factors of competitiveness of the enterprise, and the factor of customer loyalty is becoming a leading element, all of this cause the necessity to study this phenomenon. The article presents main points that define loyalty as a customer orientation. Based on the fact that the hospitality companies are fighting for customer loyalty, the authors have examined four concepts, which are focused on the consumer (the concept of"4C"), as well as forms of loyalty and objects, through which customer loyalty can be measured. In order to keep their client, enterprises of hospitality industry need to improve service quality, improve service levels, and concepts of building loyalty contribute to this.

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