The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Effects of Relationship Marketing on Repeat Purchase and Word of Mouth
Abstract
This study explores what kinds of relationship marketing activities affect relationship quality between customer-contact employees and hotel guests. In addition, this study investigates whether relationship quality influences relationship consequences such as commitment, repeat purchase, and word of mouth. This study will help hotel managers design guidelines for efficient relationship marketing activities. The effective use of relationship marketing strategies can increase repeat guests and positive word of mouth. To analyze data collected from 27 luxury hotels in Seoul, South Korea, structural equation modeling was used to discover a causal relationship. The empirical results of this study are twofold: Greater guest confidence and communication result in higher relationship quality, and higher relationship quality results in greater guest commitment and more repeat purchase and positive word of mouth.
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Citations
Cites
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
Relationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Cited by
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
Twenty‐Five Years of Word‐of‐Mouth Studies: A Critical Review of Tourism Research
Confente, I. (2015) · International Journal of Tourism Research · doi:10.1002/jtr.2029 · Cited by 111
Metadata
- Authors
- Kim, W. G., Han, J. S., & Lee, E.
- Venue
- Journal of Hospitality & Tourism Research
- Publisher
- SAGE Publications
- Published
- 2001-08
- Volume
- 25
- Issue
- 3
- Pages
- 272-288
- ISSN
- 0741-5095 (ISSN-L)
- 1096-3480
- 1557-7554
- OpenAlex
- W2009244932
- Cited by
- 300
- References
- 6
- FWCI
- 4.48
- Type
- journal article
- Language
- en
- Open access
- closed
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- Kim, W. G., Han, J. S., & Lee, E. (2001). Effects of Relationship Marketing on Repeat Purchase and Word of Mouth. Journal of Hospitality & Tourism Research. https://doi.org/10.1177/109634800102500303
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
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.
