Impact of Luxury Hotel Customer Experience on Brand Love and Customer Citizenship Behavior
- Authors
- Lin, Yangpeng; Choe, Yeongbae
- Issue Date
- Nov-2022
- Publisher
- MDPI
- Keywords
- customer experiential value; brand love; brand commitment; customer citizenship behavior; luxury hotel; China
- Citation
- Sustainability, v.14, no.21
- Journal Title
- Sustainability
- Volume
- 14
- Number
- 21
- URI
- https://scholarworks.bwise.kr/gachon/handle/2020.sw.gachon/86144
- DOI
- 10.3390/su142113899
- ISSN
- 2071-1050
- Abstract
- The luxury hotel market has been developing rapidly recently in the Asian Market. To provide useful outcomes to hotels competing in fierce market conditions, the current study investigated the relationship between customer experience values, customer post-experience consequences, and citizenship behaviors. Our findings confirmed the valuable contribution of customer experience values (ROI and service excellence) to the development of brand satisfaction, which in turn positively influences brand commitment and love. Meanwhile, brand commitment and love were found to have a direct positive impact on customer citizenship behaviors (CCBs). Overall, the findings bridge the gap in the relationship between brand love and CCBs in the hospitality industry and provide broad insights into brand management and marketing theories for tourism and hospitality.
- Files in This Item
- There are no files associated with this item.
- Appears in
Collections - ETC > 1. Journal Articles
![qrcode](https://api.qrserver.com/v1/create-qr-code/?size=55x55&data=https://scholarworks.bwise.kr/gachon/handle/2020.sw.gachon/86144)
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.