Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?
The study examines the critical role of customer experience in determining hotel brand loyalty and the moderating role of gender, loyalty card membership, age, and critical incident recovery in this relationship. Based on a sample of 408 hotel guests and employing structural equation modeling approa...
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| Main Authors: | , , , , |
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| Format: | Article |
| Published: |
Elsevier Ltd
2020
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| Online Access: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-85075884565&doi=10.1016%2fj.ijhm.2019.102408&partnerID=40&md5=94ae103e33fa85e3f6cea725153b5c56 http://eprints.utp.edu.my/30057/ |
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| Institution: | Universiti Teknologi Petronas |