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dc.contributor.authorWilkins, Hughen_US
dc.contributor.authorMerrilees, Billen_US
dc.contributor.authorHerington, Carmelen_US
dc.date.accessioned2017-05-03T13:59:48Z
dc.date.available2017-05-03T13:59:48Z
dc.date.issued2010en_US
dc.date.modified2010-11-12T08:35:06Z
dc.identifier.issn19368623en_US
dc.identifier.doi10.1080/19368620903327626en_AU
dc.identifier.urihttp://hdl.handle.net/10072/34999
dc.description.abstractThe hotel industry is a large industry contributing substantially to global economies and providing employment for many million people worldwide. Given the size and economic significance of the industry, it is important to understand the aspects of business performance that persuade customers to become repeat purchasers, and to exhibit behavioral loyalty. Despite the significance of the industry, there has been little research to investigate the antecedents of, and influences on, behavioral loyalty. The major global hotel corporations place considerable emphasis on the brand for marketing but there has been little research found that has investigated the role of the brand in determining behavioral loyalty in hotels. This article provides an evaluation of the linkages between service quality, perceived value, customer satisfaction and behavioral loyalty. The impact of brand trust and brand attitude is added to the model and provides new understanding on the interactions between the constructs within a service sector context. Findings indicate that service quality, mediated by customer satisfaction is the largest determinant, but that brand trust, mediated by brand attitude, is a significant moderator of behavioral loyalty.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherRoutledgeen_US
dc.publisher.placeUnited Statesen_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom1en_US
dc.relation.ispartofpageto21en_US
dc.relation.ispartofissue1en_US
dc.relation.ispartofjournalJournal of Hospitality Marketing and Managementen_US
dc.relation.ispartofvolume19en_US
dc.rights.retentionNen_AU
dc.subject.fieldofresearchMarketing Management (incl. Strategy and Customer Relations)en_US
dc.subject.fieldofresearchcode150503en_US
dc.titleThe determinants of loyalty in hotelsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.date.issued2010
gro.hasfulltextNo Full Text


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