Customer loyalty: the future of hospitality marketing

Shoemaker, Stowe; Lewis, Robert C.

doi:10.1016/s0278-4319(99)00042-0

Cited by 530 publications

(422 citation statements)

References 9 publications

Supporting

Mentioning

395

Contrasting

Unclassified

Order By: Relevance

“…First, it is much less expensive to retain current customer than it is to seek new ones [16]. Further, loyal customers are more likely to discuss past service experiences positively than non-loyal customers, creating a potential for word-of-mouth advertising at no extra cost to the service provider [17]. Third, it secures the relationship between customer and service provider.…”

Section: A Customer Loyaltymentioning

confidence: 99%

Factors Influencing Customer Loyalty Toward Online Shopping

Pratminingsih¹,

Lipuringtyas²,

Rimenta³

2013

IJTEF

View full text Add to dashboard Cite

Abstract-The significant growth of online shopping makes the competition in this industry become more intense. Maintaining customer loyalty has been recognized as one of the essential factor for business survival and growth. The purpose of this study is to examine empirically the influence of satisfaction, trust and commitment on customer loyalty in online shopping. This paper describes a theoretical model for investigating the influence of satisfaction, trust and commitment on customer loyalty toward online shopping. Based on the theoretical model, hypotheses were formulated. The primary data were collected from the respondents which consists of 300 students. Multiple regression and qualitative analysis were used to test the study hypotheses. The empirical study results revealed that satisfaction, trust and commitment have significant impact on student loyalty toward online shopping.

show abstract

Section: A Customer Loyaltymentioning

confidence: 99%

Factors Influencing Customer Loyalty Toward Online Shopping

Pratminingsih¹,

Lipuringtyas²,

Rimenta³

2013

IJTEF

View full text Add to dashboard Cite

show abstract

“…Additionally, these loyal individuals are much less sensitive to changes in costs and policies associated with those leisure activities (see, for example, Shoemaker and Lewis, 1999, Alegre and Juaneda, 2006, McMullan and Gilmore, 2008. By identifying the activity loyalties of travelers, city and tourism planners can develop destination activities and adopt appropriate policies and price-points to effectively retain current visitors as well as attract new visitors.…”

Section: Introductionmentioning

confidence: 99%

A conceptual and methodological framework of leisure activity loyalty accommodating the travel context

LaMondia

Bhat

2011

Transportation

View full text Add to dashboard Cite

As leisure travel continues to grow, it has become a critical subject for planners and decisionmakers since it significantly impacts regional economic and social development as well as contributes to emission levels and congestion. Despite being a significant percentage of our travel, however, leisure travel behavior is still not very well understood. The goal of this paper is to contribute to our understanding of leisure activity participation by considering leisure activity loyalty within the travel context. In particular, this study focuses on one specific dimension of travel context: travel extent (i.e. whether an individual participates in a leisure activity on a daily versus a long-distance basis). As such, this paper first introduces a unified conceptual framework for measuring leisure activity loyalties within a travel context, based on two distinct dynamics of leisure loyalty behavior -destination attachment and activity involvement.Additionally, this paper uses a unique 2001 NHTS dataset comprised of households' daily and long-distance leisure activities to undertake a unique empirical analysis of five distinct leisure activities using the conceptual framework and a copula-based model methodology. The findings confirmed that households demonstrate significant loyalties to travel contexts across all leisure activities, especially resting and sightseeing.

show abstract

“…The consequent construct of behavior intention mainly include loyalty, favorable word-of-mouth and willing to recommend, "lifetime value", increase in profits, and reduced marketing cost (Zeithaml et al, 1996;Shoemaker & Lewis, 1999). Among in these variables, customer loyalty plays an important role in the consumer marketing community due to it is a critical component for a company's long-term viability or sustainability.…”

Section: Literature Reviewmentioning

confidence: 99%

“…To our best knowledge, retaining an existing customer has much lower cost than winning a new one. Furthermore, loyal customers are treated as free word-of-mouth advertising agents that will recommend friends, relatives or other potential customers to a product/service (Shoemaker & Lewis, 1999). Otherwise, Gallarza & Saura (2006) point out that "same choice, given the same situation" as one of the variables for behavioral intention.…”

Section: Literature Reviewmentioning

confidence: 99%

A Study on Tourists Perceived Authenticity towards Experience Quality and Behavior Intention of Cultural Heritage in Macao

Li¹,

Shen²,

Wen³

2016

IJMS

View full text Add to dashboard Cite

This study is basically an explorative and explanatory research, with the overall purpose to identify, explore and analyze the tourists' perceived authenticity of culture heritage. This study proposes to identify and evaluate the impact of authenticity by tourists' perceptions of culture heritage on their experience quality and behavioral intention, from which implications for the sustainable development of culture heritage tourism can be derived. The results showed that perceived authenticity has a positive effect on experience quality. Furthermore, experience quality performed a significance function in behavioral intention, while the effect of perceived authenticity on behavioral intention is insignificant. These results imply that the importance of perceived authenticity on behavioral intentions is recognized via the mediating effects of experience quality.

show abstract

Customer loyalty: the future of hospitality marketing

Cited by 530 publications

References 9 publications

Factors Influencing Customer Loyalty Toward Online Shopping

Factors Influencing Customer Loyalty Toward Online Shopping

A conceptual and methodological framework of leisure activity loyalty accommodating the travel context

A Study on Tourists Perceived Authenticity towards Experience Quality and Behavior Intention of Cultural Heritage in Macao

Contact Info

Product

Resources

About