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Cited by 206Customer Service Quality and LoyaltyDiverse Aspects of Tourism ResearchConsumer Behavior in Brand Consumption and Identification

Memorable customer experience: examining the effects of customers experience on memories and loyalty in Malaysian resort hotels

Open access
Ali, Faizan, Hussain, Kashif, Ragavan, Neethiahnanthan Ari·2014·Procedia - Social and Behavioral Sciences
DOI 10.1016/j.sbspro.2014.07.296
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Abstract

The objective of this study is to examine the influence of four facets of customer experience on their memories and loyalty. A convenient sampling technique was used to select the sample. A total of 600 questionnaires were distributed at two tourist spots of Malaysia i.e., Langkawi and Penang, out of which 450 were returned (75% response rate). The result from the finding suggests that all four dimensions of customer experience influence their memories and loyalty. Overall, findings of this study validates the customer experience scale in the context of resort hotels and enhances the theoretical progress on the experience concept in tourism and offer important implications for resort hotel marketers.

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Crossref · 10.1016/j.sbspro.2014.07.296

Cites

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Each is checked against this paper’s own text: does it say what the citing paper says it does?

  • Visitors tend to have a deeper emotional connection with the destination when they gain a sense of personal growth and meaning.

    “Visitors tend to have a deeper emotional connection with the destination when they gain a sense of personal growth and meaning (Ali et al., 2014).”

    From A study on the influence of rural tourism’s perceived destination restorative qualities on loyalty based on SOR model (2025) · cites this paper as Ali et al., 2014

    Section 2.1 discusses learning experiences and customer emotions, while the Findings and Analysis section links resort experiences to memories and loyalty. Neither passage addresses whether personal growth and meaning deepen visitors’ emotional connection to a destination; searches for those concepts found no such finding in our copy. (LLM, conf=0.76)

    Experimental — accuracy not yet measured

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Cites

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Research works printed but not linked: 4

  1. Mill, R.C. (2008). Resort management and operation. (2nd Ed.). New York: John Willey & Sons, Inc.
  2. Richardson, E.C. (2000). Resort management. In Brymer, R.M. (eds.). In hospitality and tourism: An introduction to the industry (9th ed., p p. 374-379). New York: John Wiley & Sons, Inc.
  3. Tenenhaus, M., Vinzi, V., Chatelin, Y.M. & Lauro, C. (2005). PLS path modelling. Computational Statistics and Data Analysis, 48(1), 159-205.
  4. Yang, Y. & Chan, A. (2010). A hierarchical approach to measure service performance in the resort hotel's service encounters. Journal of Tourism, Hospitality & Culinary Arts. From: http://www.jthca.org.

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Authors
Ali, F., Hussain, K., & Ragavan, N. A.
Affiliations
  • University of Technology Malaysia (MY)
  • Taylor's University (MY)
Corresponding author
Ali, Faizan
ORCID
Venue
Procedia - Social and Behavioral Sciences
Publisher
Elsevier BV
Published
2014-08
Volume
144
Pages
273-279
ISSN
1877-0428 (ISSN-L)
DOI
10.1016/j.sbspro.2014.07.296
OpenAlex
W2008204295
Cited by
206
References
21
Citations by year
2026: 10 · 2025: 13 · 2024: 18 · 2023: 35 · 2022: 33 · 2021: 20 · 2020: 23 · 2019: 17 · 2018: 8 · 2017: 13 · 2016: 5 · 2015: 10 · 2014: 1
FWCI
46.88
Type
conference paper
Language
en
Open access
Licence
Locations
Procedia - Social and Behavioral Sciences (publishedVersion, cc-by-nc-nd)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Sociology and Political Science › Diverse Aspects of Tourism Research
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
Keywords
customer experience, consumer memory, customer loyalty, resort hotels, hotel marketing, Langkawi, Penang

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