[go: up one dir, main page]
IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i13p8213-d856341.html
   My bibliography  Save this article

Service Trust and Customer Loyalty in China’s Hotel Services: The Causal Role of Commitment

Author

Listed:
  • Jialei Xu

    (Graduate School of Business Administration, Dankook University, Yongin 16890, Korea)

Abstract
The hotel industry experienced substantial economic losses during the COVID-19 pandemic, and it is only recently that there has been a return to normal. In order to recover those losses, hotel managers are taking competitive actions focused on customer trust as a factor of utmost importance to guarantee customer commitment so that uncertainty and risk can be reduced. In particular, it is necessary to confirm the importance of relationship quality management for target customers in order to secure long-term profits for upscale hotels. Therefore, the purpose of this study is to confirm the antecedents of service trust, the effect of service trust on loyalty through commitment factors, and the moderating effect of length of relationship. For this purpose, a total of 303 questionnaires were collected from Chinese consumers who have experienced upscale hotel service, and empirical analysis was conducted on the data using structural equation model analysis. The results of this study confirmed the importance of trust in front-line employees to build service trust, the different influences of factors of commitment and loyalty, and the moderating effect of length of relationship. Furthermore, efficient customer relationship management can be achieved by classifying the customer’s commitment type.

Suggested Citation

  • Jialei Xu, 2022. "Service Trust and Customer Loyalty in China’s Hotel Services: The Causal Role of Commitment," Sustainability, MDPI, vol. 14(13), pages 1-18, July.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:13:p:8213-:d:856341
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/13/8213/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/13/8213/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Orth, Ulrich R. & Green, Mark T., 2009. "Consumer loyalty to family versus non-family business: The roles of store image, trust and satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 248-259.
    2. Won-Moo Hur & Hyun Kim & Hanna Kim, 2013. "Investigation of the relationship between service values and loyalty behaviors under high commitment," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 103-119, March.
    3. Karjaluoto, Heikki & Jayawardhena, Chanaka & Leppäniemi, Matti & Pihlström, Minna, 2012. "How value and trust influence loyalty in wireless telecommunications industry," Telecommunications Policy, Elsevier, vol. 36(8), pages 636-649.
    4. Guo, Lin & Chen, Cuiping & Xu, Huimin, 2016. "Forging relationships to coproduce: A Consumer Commitment Model in an extended service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 380-388.
    5. Evanschitzky, Heiner & Iyer, Gopalkrishnan R. & Plassmann, Hilke & Niessing, Joerg & Meffert, Heribert, 2006. "The relative strength of affective commitment in securing loyalty in service relationships," Journal of Business Research, Elsevier, vol. 59(12), pages 1207-1213, November.
    6. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    7. Toufaily, Elissar & Ricard, Line & Perrien, Jean, 2013. "Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model," Journal of Business Research, Elsevier, vol. 66(9), pages 1436-1447.
    8. Fullerton, Gordon, 2011. "Creating advocates: The roles of satisfaction, trust and commitment," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 92-100.
    9. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
    10. Orth, Ulrich R. & Limon, Yonca & Rose, Gregory, 2010. "Store-evoked affect, personalities, and consumer emotional attachments to brands," Journal of Business Research, Elsevier, vol. 63(11), pages 1202-1208, November.
    11. Bartikowski, Boris & Walsh, Gianfranco & Beatty, Sharon E., 2011. "Culture and age as moderators in the corporate reputation and loyalty relationship," Journal of Business Research, Elsevier, vol. 64(9), pages 966-972, September.
    12. M. Balaji, 2015. "Investing in customer loyalty: the moderating role of relational characteristics," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 17-40, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. M. Balaji, 2015. "Investing in customer loyalty: the moderating role of relational characteristics," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 17-40, March.
    2. Nyadzayo, Munyaradzi W. & Khajehzadeh, Saman, 2016. "The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 262-270.
    3. Chenini, Abderrahim & Touaiti, Mustapha, 2017. "Building Destination Loyalty Using Tourist Satisfaction and Destination Image: A Holistic Conceptual Framework," MPRA Paper 90639, University Library of Munich, Germany, revised 16 May 2018.
    4. Yating Tian & Qeis Kamran, 2021. "A Review of Antecedents and Effects of Loyalty on Food Retailers toward Sustainability," Sustainability, MDPI, vol. 13(23), pages 1-18, December.
    5. Sharma, Kavita & Licsandru, Tana Cristina & Gupta, Suraksha & Aggarwal, Swati & Kanungo, Rama, 2020. "An investigation into corporate trust and its linkages," Journal of Business Research, Elsevier, vol. 117(C), pages 806-824.
    6. Soren, Anup Anurag & Chakraborty, Shibashish, 2024. "Adoption, satisfaction, trust, and commitment of over-the-top platforms: An integrated approach," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    7. Kim, Woo Bin & Xie, Jiali & Choo, Ho Jung, 2023. "Role of perceived benefits of online shopping festival in vietnam: Differences between millennials and generation Z," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    8. Karjaluoto, Heikki & Jayawardhena, Chanaka & Leppäniemi, Matti & Pihlström, Minna, 2012. "How value and trust influence loyalty in wireless telecommunications industry," Telecommunications Policy, Elsevier, vol. 36(8), pages 636-649.
    9. Won-Moo Hur & Hyun Kim & Hanna Kim, 2013. "Investigation of the relationship between service values and loyalty behaviors under high commitment," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 103-119, March.
    10. Yen-Hao Hsieh & I-Chun Chuang, 2020. "Evaluation of key factors for service experience: A comparison of tourism factories and international tourism hotels," Tourism Economics, , vol. 26(3), pages 404-436, May.
    11. Giovanis, Apostolos N. & Athanasopoulou, Pinelopi, 2018. "Consumer-brand relationships and brand loyalty in technology-mediated services," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 287-294.
    12. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
    13. Bilgihan, Anil & Madanoglu, Melih & Ricci, Peter, 2016. "Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 14-21.
    14. Aditya Shankar Mishra & Revti Raman Mishra, 2023. "Marketing Schools of Thought and Their Present Day Relevance," FIIB Business Review, , vol. 12(4), pages 351-361, December.
    15. Nuanphromsakul, Kajohnjak & Szczepańska-Woszczyna, Katarzyna & Kot, Sebastian & Chaveesuk, Singha & Chaiyasoonthorn, Wornchanok, 2022. "Sustainability of Rubber Farmers Cooperatives: Empirical Evaluation of Determining Factors," AGRIS on-line Papers in Economics and Informatics, Czech University of Life Sciences Prague, Faculty of Economics and Management, vol. 14(4), December.
    16. Anselmsson, Johan & Burt, Steve & Tunca, Burak, 2017. "An integrated retailer image and brand equity framework: Re-examining, extending, and restructuring retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 194-203.
    17. Yusra* & Arawati Agus, 2018. "The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 766-775:2.
    18. Vishwas Maheshwari & George Lodorfos & Siril Jacobsen, 2014. "Determinants of Brand Loyalty: A Study of the Experience-Commitment-Loyalty Constructs," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(6), pages 13-23, November.
    19. Temperini, Valerio & Gregori, Gian Luca & Pizzichini, Lucia, 2019. "E-learning as a marketing tool for Tour Operators. The ‘Go Academy’ case study," MPRA Paper 94075, University Library of Munich, Germany.
    20. Rovelli, Paola & Benedetti, Carlotta & Fronzetti Colladon, Andrea & De Massis, Alfredo, 2022. "As long as you talk about me: The importance of family firm brands and the contingent role of family-firm identity," Journal of Business Research, Elsevier, vol. 139(C), pages 692-700.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:13:p:8213-:d:856341. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.