Investigating the Effect of Service Quality on Customer Loyalty in the Hotel Industry
The Mediating Role of Customer Satisfaction and the Moderating Roles of Service Recovery and Perceived Value
Bibliographic Data
| ID | 12974294 |
|---|---|
| Authors | Nien‐Te Kuo (Ming Chuan University, corresponding author), Kuo‐Chien Chang (0000-0002-7866-5382, Chihlee Institute of Technology), Yi-Sung Cheng (0000-0003-1924-9503, Ming Chuan University), Chia-Hui Lai (Ming Chuan University) |
| Year | 2013 |
| Volume | 9 |
| Issue | 3 |
| Pages | 257-276 |
| Publication date | 2013-06-14 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of China Tourism Research (JOURNAL) |
| Journal identifiers | ISSN: 1938-8160 • E-ISSN: 1938-8179 |
| Publisher | Taylor & Francis (PUBLISHER • GB) |
| DOI | 10.1080/19388160.2013.812896 |
| OpenAlex | W2210734032 |
| Language | EN |
| Citations received | 3 |
| References cited | 44 |
This empirical study seeks to contribute to a conceptual model that, reflecting the mediating role of customer satisfaction and the moderating roles of service recovery and perceived value, indicates the effect of service quality on customer loyalty in the hotel industry. Although previous studies have addressed the importance of these variables, the understanding of the moderating effect of service recovery and perceived value still remains a key issue in the existing literature. Based on the findings, the implications and future research directions are discussed
Business · Conceptual model · Customer delight · Customer retention · Customer satisfaction · Empirical research · Loyalty · Loyalty business model · Service (business · Service quality · Service Recovery · Value (mathematics · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Psychology · Technology Adoption and User Behaviour · Marketing
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| Citations per year | 0.3 |
|---|---|
| Citation span | 2016 - 2019 (4) |
| Highly cited | No |