327
Views
9
CrossRef citations to date
0
Altmetric
Articles

Posttrip Behavioral Differences Between First-Time and Repeat Guests: A Two-Phase Study in a Hospitality Setting

, &
Pages 722-745
Accepted author version posted online: 30 Apr 2014
Published online: 02 Jun 2014
 

This study was designed to investigate posttrip behavioral differences between first-time and repeat hotel guests by examining causal relationships among delight, satisfaction, attitudinal loyalty, and behavioral loyalty. A two-phase study was conducted to validate actual future behavioral loyalty. The online surveys to measure satisfaction, delight, and attitudinal loyalty were completed by 1,573 hotel guests as Time 1. A follow-up study was used to identify those who rebooked and stayed in the same hotel within the year; behavioral loyalty as Time 2. A proposed model was tested in the hotel setting using structural equation analysis. The impact of delight on attitudinal loyalty was found to be greater for first-time guests than for repeat guests. Implications for management and future research are presented. Customer satisfaction was found to have a greater influence on attitudinal loyalty for repeat guests than for first-time guests.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.