How Affective Commitment Boosts Guest Loyalty (and Promotes Frequent-guest Programs)

By Anna S. Mattila. 2006

266 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/7595c51c358b52855b377676a8be5852b066ed72

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In Organizational Behavior and Human Resource Management

Citations in the corpus

New or repeat customers: How does physical environment influence their restaurant experience? (2011, background): “Regardless of their characteristics, repeat visitors re commonly perceived as a preferable market segment that hould receive high priority in tourism and hospitality sectors, as s evident in the abundance of loyalty programs and incentives ffered to encourage and reward repeat patronage (Mattila, 20”
Exploring the role of brand identification and brand love in generating higher levels of brand loyalty (2016, background): “Such an issue becomes increasingly important in the hotel industry because of the fierce competition (Mattila, 2006), low switching costs (Skogland and Siguaw, 2004), and the increasing difficulties in finding ways to differentiate hotel products and services from competitors (Choi and Chu, 2001).”
Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector (2019, background): “For example, customer loyalty is the key to success in today’s competitive hotel industry (Mattila, 2006; Tanford, 2016).”
Effects of brand personality, self-congruity and functional congruity on hotel brand loyalty (2019, background): “Since competitors can easily imitate these programs (Mattila, 2006), it has always been necessary for hotel brands to implement new strategies that can differentiate themselves from competitors.”
Hotel image and reputation on building customer loyalty: An empirical study in Macau (2019, background): “Revealing from hospitality literature, some studies have indicated that corporate image significantly influences perceived value and satisfaction, and that simultaneously influences loyalty (Ryu, Han, & Kim, 2008); some scholars have stated that superior customer value and high customer satisfaction”
The Influence of Reward Program Membership and Commitment on Hotel Loyalty (2011, background): “Studies investigating similar constructs have evaluated ratings of loyalty program benefits (Mattila, 2006) or attitudes toward a preferred loyalty program versus alternative programs (Lichtenstein, Burton, & Karson, 1991; Wirtz, Mattila, & Lwin, 2007).”
The formation of sub-brand love and corporate brand love in hotel brand portfolios (2019, background): “In hotel brand studies, commitment has widely been conceptualized as affective commitment (Mattila, 2006; Tanford et al., 2011) which combines the Sternberg’s (1986) concepts of commitment, intimacy, and passion.”
The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty (2011, background): “Customer loyalty is the key to success in today’s competitive hotel industry (Mattila, 2006).”
Building loyalty through reward programs: The influence of perceptions of fairness and brand attachment (2019, background): “As discussed earlier, emotional/affective commitment is a strong indicator of loyalty intentions and behaviors for reward program members (Baloglu et al., 2017; Mattila, 2006a; Sui and Baloglu, 2003).”
Antecedents and Outcomes of Hospitality Loyalty (2016, background): “The reward program antecedent has been defined by ratings of specific program benefits (Mattila, 2006a; Tanford et al., 2011), or by ratings of perceived value of the program (Tanford, 2013).”