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Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?

The study examines the critical role of customer experience in determining hotel brand loyalty and the moderating role of gender, loyalty card membership, age, and critical incident recovery in this relationship. Based on a sample of 408 hotel guests and employing structural equation modeling approa...

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Main Authors: Khan, I., Fatma, M., Shamim, A., Joshi, Y., Rahman, Z.
Format: Article
Published: Elsevier Ltd 2020
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85075884565&doi=10.1016%2fj.ijhm.2019.102408&partnerID=40&md5=94ae103e33fa85e3f6cea725153b5c56
http://eprints.utp.edu.my/30057/
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spelling my.utp.eprints.300572022-03-25T03:22:24Z Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship? Khan, I. Fatma, M. Shamim, A. Joshi, Y. Rahman, Z. The study examines the critical role of customer experience in determining hotel brand loyalty and the moderating role of gender, loyalty card membership, age, and critical incident recovery in this relationship. Based on a sample of 408 hotel guests and employing structural equation modeling approach, dimensions that comprise �customer experience with hotel brands��hotel location, hotel staff competence, hotel stay, and ambience, hotel website and social media, and guest-to-guest experience�are found to have relative effects on hotel brand loyalty. The results contribute to hospitality realm by suggesting the moderating effect of gender, loyalty card membership, age, and critical incident recovery on customer experience-loyalty relationship. Implications for managerial practice and theory are discussed together with limitations and further research directions. © 2019 Elsevier Ltd Elsevier Ltd 2020 Article NonPeerReviewed https://www.scopus.com/inward/record.uri?eid=2-s2.0-85075884565&doi=10.1016%2fj.ijhm.2019.102408&partnerID=40&md5=94ae103e33fa85e3f6cea725153b5c56 Khan, I. and Fatma, M. and Shamim, A. and Joshi, Y. and Rahman, Z. (2020) Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship? International Journal of Hospitality Management, 89 . http://eprints.utp.edu.my/30057/
institution Universiti Teknologi Petronas
building UTP Resource Centre
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Petronas
content_source UTP Institutional Repository
url_provider http://eprints.utp.edu.my/
description The study examines the critical role of customer experience in determining hotel brand loyalty and the moderating role of gender, loyalty card membership, age, and critical incident recovery in this relationship. Based on a sample of 408 hotel guests and employing structural equation modeling approach, dimensions that comprise �customer experience with hotel brands��hotel location, hotel staff competence, hotel stay, and ambience, hotel website and social media, and guest-to-guest experience�are found to have relative effects on hotel brand loyalty. The results contribute to hospitality realm by suggesting the moderating effect of gender, loyalty card membership, age, and critical incident recovery on customer experience-loyalty relationship. Implications for managerial practice and theory are discussed together with limitations and further research directions. © 2019 Elsevier Ltd
format Article
author Khan, I.
Fatma, M.
Shamim, A.
Joshi, Y.
Rahman, Z.
spellingShingle Khan, I.
Fatma, M.
Shamim, A.
Joshi, Y.
Rahman, Z.
Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?
author_facet Khan, I.
Fatma, M.
Shamim, A.
Joshi, Y.
Rahman, Z.
author_sort Khan, I.
title Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?
title_short Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?
title_full Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?
title_fullStr Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?
title_full_unstemmed Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?
title_sort gender, loyalty card membership, age, and critical incident recovery: do they moderate experience-loyalty relationship?
publisher Elsevier Ltd
publishDate 2020
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85075884565&doi=10.1016%2fj.ijhm.2019.102408&partnerID=40&md5=94ae103e33fa85e3f6cea725153b5c56
http://eprints.utp.edu.my/30057/
_version_ 1738657053796204544
score 13.211869

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