Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?

• Main Authors: Khan, I., Fatma, M., Shamim, A., Joshi, Y., Rahman, Z.
• Format: Article
• Published: Elsevier Ltd 2020
• 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/
• Institution: Universiti Teknologi Petronas

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...