Traveler loyalty and its antecedents in the hotel industry: Impact of continuance commitment
- Authors
- Han, Heesup; Kiatkawsin, Kiattipoom; Kim, Wansoo
- Issue Date
- Jan-2019
- Publisher
- EMERALD GROUP PUBLISHING LTD
- Keywords
- Loyalty; Satisfaction; Atmospherics; Continuance commitment; Upscale hotel
- Citation
- INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, v.31, no.1, pp.474 - 495
- Journal Title
- INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
- Volume
- 31
- Number
- 1
- Start Page
- 474
- End Page
- 495
- URI
- https://scholarworks.bwise.kr/gachon/handle/2020.sw.gachon/80070
- DOI
- 10.1108/IJCHM-04-2017-0237
- ISSN
- 0959-6119
- Abstract
- Purpose The purpose of this paper is to examine the intricate associations among the performance of ambient atmospherics, emotional experiences, overall image and guest satisfaction and test the influence of these relationships on loyalty intentions by considering the moderating impact of continuance commitment in the upscale hotel context. Design/methodology/approach A field survey was conducted to collect the data. A quantitative approach was used for data analysis. Structural equation modeling and a test for metric invariance were used to identify the impact of study variables. Findings The results of this paper indicated that the hypothesized relationships were in general significant, that the proposed theoretical framework satisfactorily predicted guests' intentions to be loyal and that the role of satisfaction among study constructs was prominent. Findings from the test for metric invariance also showed that continuance commitment significantly affected the associations among emotional experiences, satisfaction and loyalty intentions. Moreover, emotional experiences, overall hotel image and guest satisfaction were found to play a significant mediating role in generating loyalty intentions. Practical implications The findings of this paper inform hotel practitioners of the clear role of atmospherics, emotional experiences, image, satisfaction and continuous commitment in building loyalty. In addition, these findings can help hotel practitioners and researchers invent thorough and strategic methods for loyalty enhancement. Originality/value The existing hotel literature has provided a limited view regarding the impact of these research variables. The present paper filled this research gap through the successfully development of a robust framework for hotel guest loyalty.
- Files in This Item
- There are no files associated with this item.
- Appears in
Collections - 사회과학대학 > 관광경영학과 > 1. Journal Articles
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.