... 2025 01 10 2025 25 12 2025 02 01 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Green physical environment Sustainable hospitality practices AI chatbot adoption Customer satisfaction Customer loyalty Hubei...

...Anil Bilgihan; Massimiliano (Max) Ostinelli; Ye Zhang; Melanie Lorenz Purpose Customer loyalty in the hospitality sector represents a critical determinant of a business’s success and competitive advantage. This paper aims to review the conceptual foundations of customer loyalty, its significance...

..., affective and relational) in the relationship between relational-encounter quality and customer loyalty to service employees and to the organization in the case of an integrated casino resort. The study confirms that building it (trust), they (customers) will come to the casino exhibited in their loyalty...

... to assess the effect of SCRM on customer service and customer loyalty (CL) in the hotel industry. This study also explores the moderating effect of COVID-19 (EC) on the relationship between (customer engagement [CE] and improved customer service [ICS]) and (CE and trust [TR]). Design/methodology/approach...

... Publishing Limited Licensed re-use rights only The aims of this study are twofold: to examine mobile food delivery service (MFDS) from the perspectives of functional and technical quality, and to empirically evaluate the influences of functional and technical quality on customer loyalty toward MFDS...

...Khawaja Fawad Latif © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Based on the tenets of complexity theory, the purpose of the study is to identify the causal recipes that can lead to improved customer loyalty. A cross-country sample...

...Mohd Ahmad Al-Hawari; Shaker Bani-Melhem; Faridahwati Mohd. Shamsudin The combined effects of these variables (willingness to take risks and decentralization) have not been considered in relation to innovative behaviors and, consequently, customer loyalty. The proposed moderated mediated model...

... servicescape, which offers a process explanation based on the mediating influence of aesthetic value and the sequential mediations of aesthetic value → service excellence and aesthetic value → escapism. Experiential value Customer loyalty Customer satisfaction Environmental aesthetics Hospitality...

...Chung-Jen Wang Chung-Jen Wang can be contacted at: wchungzen@gmail.com 25 01 2019 05 04 2019 02 06 2019 09 06 2019 © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Emotional labour JD-R model Customer loyalty...

... rights only Construal level theory Customer loyalty Sharing economy Peer-to-peer accommodation Psychological distances The emergence of the sharing economy has transformed the tourism and hospitality industry. For example, the rise of peer-to-peer accommodation platforms such as Airbnb...

... levels of customer loyalty were analyzed, including the ones towards a service provider (host) and a service product (listing). Information asymmetry Customer loyalty Sharing economy © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only...

... of this study is to develop and test a model that explores the effects of brand identification, satisfaction, commitment and trust on customer loyalty toward four and five-star hotels. The authors also explore the mediating role of commitment, satisfaction and trust in the association of brand identification...

...Priyanko Guchait; Rachel Han; Xingyu Wang; JéAnna Abbott; Yetong Liu Purpose This paper aims to examine how stealing thunder, apology and compensation influence customer loyalty in a service failure context, and how trust mediates these relationships. Design/methodology/approach The study...

... and to industry to explore this line of inquiry. The purpose of this study is to examine the relationships between emotional labor, service quality, purpose of consumption, satisfaction, and customer loyalty as seen through the perception of the consumer. This research used three independent variables...

... with effective, task-specific and economic facets of the products or services (Overby and Lee, 2006). © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Product involvement Customer loyalty Customer satisfaction Hedonic value Airbnb Utilitarian value...

...Robin Nunkoo; Viraiyan Teeroovengadum; Peta Thomas; Llewellyn Leonard Purpose The study conceptualizes service quality as a second-order factor and analyzes its influence on customer satisfaction, perceived value, image, consumption emotions and customer loyalty by testing a structural equation...

... passengers. Involvement Perceived price Customer loyalty Affective satisfaction Cruise line Previous experience In the cruise line industry, an understanding of cruise customers’ decision-making process is significantly needed (Hwang and Han, 2015). Cruise is a travel experience in which...

... potential for study designs that seek insights into interpersonal phenomena in hospitality services research. Customer loyalty Customer satisfaction Service encounter Emotional contagion Front-desk In the context of hotel service, the most crucial “moment of truth” (Grönroos, 2007), the moment...

... Commitment Hotel management Customer loyalty Loyalty schemes © Emerald Group Publishing Limited 2016 Emerald Group Publishing Limited Licensed re-use rights only In 1999, Shoemaker and Lewis declared customer loyalty as “the future of hospitality marketing”. This paper aims to evaluate...

... in a waterpark context. Second, we seek to understand the effect of these relationships on customer loyalty in this unique setting. We satisfy these objectives via the development and empirical validation of a model of image-based behavior in the waterpark industry. Perceived price fairness is defined...