The DOI matches its Crossref record.
Loyalty: A Strategic Commitment
Abstract
A study of 892 luxury-hotel guests, most of whom travel frequently and primarily on business, supports the idea that relationship marketing can benefit luxury-hotel marketing. The authors developed a model of service relationships based on focus groups and customer-loyalty studies. This study primarily tested benefits that hotels could offer guests to foster loyalty. Benefits that garnered strong support were room upgrades, flexible check in and check out, personalized services, and expedited registration; being able to request a specific room; and employees who take guests' problems seriously. Trust is also an antecedent of loyalty; hotels can foster trust by ensuring guest safety, providing consistent service, seeing that employees follow through on guest requests, being truthful, and communicating accurately. Unfortunately, the respondents felt that their hotels fell short on the benefits that foster loyalty and the attributes that foster trust.
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Citations
Cited by
Chen, P.-T., & Hu, H.-H. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.09.006 · Cited by 269
Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships
Tabrani, M., Amin, M., & Nizam, A. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-03-2017-0054 · Cited by 257
Consumer trust in tourism and hospitality: A review of the literature
Wang, L., Law, R., Hung, K., & Guillet, B. D. (2014) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2014.01.001 · Cited by 195
Determinants of trust towards tourist destinations
Marinao Artigas, E., Yrigoyen, C. C., Moraga, E. T., & Villalón, C. B. (2017) · Journal of Destination Marketing & Management · doi:10.1016/j.jdmm.2017.03.003 · Cited by 154
A model of customer satisfaction and retention for hotels
Sim, J., Mak, B., & Jones, D. (2006) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1300/j162v07n03_01 · Cited by 153
Hwang, J., Abbas, J., Joo, K., Choo, S.-W., & Hyun, S. S. (2022) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph19063430 · Cited by 62
A yield management model for five-star hotels: Computerized and non-computerized implementation
Emeksiz, M., Gursoy, D., & Icoz, O. (2006) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2005.03.003 · Cited by 60
Metadata
- Authors
- Bowen, J. T., & Shoemaker, S.
- Venue
- Cornell Hotel and Restaurant Administration Quarterly
- Publisher
- SAGE Publications
- Published
- 1998-02
- Volume
- 39
- Issue
- 1
- Pages
- 12-25
- ISSN
- 0010-8804 (ISSN-L)
- OpenAlex
- W4235940185
- Cited by
- 425
- References
- 0
- FWCI
- 13.51
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
