Harnessing social media platforms to measure customer-based hotel brand equity

Callarisa, Luis; García, Javiér Sánchez; Cardiff, John; Roshchina, Alexandra

doi:10.1016/j.tmp.2012.04.005

Cited by 59 publications

(39 citation statements)

References 67 publications

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“…Brand quality is one of the main attributes of brand equity (Callarisa et al, 2012). It can improve customer loyalty and lead to a better market share.…”

Section: Brand Qualitymentioning

confidence: 99%

“…The significance of the perception of quality as the main source of customer brand equity has already been identified as the motivating power behind the business to business branding technique (Chen et al, 2011;Ponnam and Balaji, 2015). Seven other attributes of service quality that are used in the customer brand equity model are features, quality confirmation, performance, durability and reliability, style serviceability, and, finally, design (Callarisa et al, 2012). The outcome suggests that a higher level of brand equity can enhance more pleasant measurement.…”

Section: Brand Qualitymentioning

confidence: 99%

“…The outcome suggests that a higher level of brand equity can enhance more pleasant measurement. In the context of hospitality, it shows that perceived quality decides the brand value of the trip and destination, and, in turn, has a positive impact on brand loyalty (Callarisa et al, 2012;Harrington et al, 2017). Thus, the following is hypothesised:…”

Section: Brand Qualitymentioning

confidence: 99%

“…According to Ekinci et al (2008), consumer satisfaction will positively impact on the overall attitude of the consumers to the service sector as well as positively influence the revisit intention. Customer loyalty is the main attribute of brand equity (Callarisa et al, 2012). Thus, the following is hypothesised:…”

Section: Brand Loyaltymentioning

confidence: 99%

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Dual pillars of hotel restaurant food quality satisfaction and brand loyalty

Bihamta

Jayashree

Rezaei

et al. 2017

BFJ

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Purpose The purpose of this paper is to investigate the impact of service quality (physical quality and staff behaviour) and brand equity (brand quality, brand awareness and brand image) on hotel restaurant food quality satisfaction and brand loyalty among international and local travellers in Malaysia. Design/methodology/approach A total of 354 valid questionnaires were collected to assess the measurement and structural model for reflective latent constructs using the two steps of covariance-based structural equation modelling. Findings The research findings suggest that while travellers’ nationality moderates the path between physical quality, staff behaviour and brand image on food quality satisfaction, it does not moderate the relationship between brand quality and brand awareness on food quality satisfaction. This finding further suggests that towards enhancing service quality and brand equity on food quality satisfaction and brand loyalty, managers should understand the important distinctions between international and local travellers. Originality/value Previous studies have mostly examined the impact of brand equity and service quality towards tourist satisfaction and very few studies have examined the impact of restaurant service quality and brand equity on consumer satisfaction and brand loyalty specifically among international and local travellers. This is one of the first few studies providing empirical evidence and discussions in this area.

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“…Brand quality is one of the main attributes of brand equity (Callarisa et al, 2012). It can improve customer loyalty and lead to a better market share.…”

Section: Brand Qualitymentioning

confidence: 99%

Section: Brand Qualitymentioning

confidence: 99%

Section: Brand Qualitymentioning

confidence: 99%

Section: Brand Loyaltymentioning

confidence: 99%

See 2 more Smart Citations

Dual pillars of hotel restaurant food quality satisfaction and brand loyalty

Bihamta

Jayashree

Rezaei

et al. 2017

BFJ

View full text Add to dashboard Cite

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“…This together with the hotels' increasing comprehension of the importance that SR (Abdelfattah, 2013;Anderson, 2012;Callarisa et al, 2012;Öğüt and Onur Taş, 2012;Sparks and Browning, 2011) and CI (Chen and Schwartz, 2013;Hayes and Miller, 2011;Enz and Canina, 2010) have in today's hospitality performance, contributed as recognized by the users and registered by the logs, for SR and CI pages to be the most visited and where most time was spent. …”

Section: Business Perspectivementioning

confidence: 99%

The use of design science research in the development of a performance management system for hospitality

António¹,

Serra²

2015

DAMeJ

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Since no Performance Management (PM) systems specific for the hospitality industry seem to exist in the market, it was decided to evaluate the commercial viability of such a system by developing one and making it available to hotels in the form of Software as a Service (SaaS). Software deployed in the cloud, delivered and licensed as a service is becoming increasingly common and accepted in a business context. Although PM and Decision Support Systems (DSS) are not usually distributed in the SaaS mode, there are some examples that this is changing. To evaluate the system in both the technical and business perspectives, a prototype was developed using the Design Science Research (DSR) methodology and made available to four hotels. The results revealed that hotels were very satisfied with the system and that building a prototype is a good method to develop and assess PM systems.Keywords: software as a service; performance management; design science research; business intelligence; data analytics; hospitality. ResumoUma vez que não foi encontrado nenhum sistema de Gestão da Performance (GP) específico para a indústria hoteleira, decidiu-se avaliar a viabilidade comercial de um sistema deste tipo, desenvolvendo e disponibilizando um sob a forma de Software as a Service (SaaS). Software implantado na cloud, disponibilizado e licenciado como um serviço, está a tornar-se cada vez mais comum e aceite em contexto empresarial. Embora os sistemas de GP e os Sistemas de Apoio à Decisão (SAD) não sejam normalmente distribuídos no modelo SaaS, há alguns exemplos que provam que tal está a mudar. Para avaliar o sistema tanto na perspetiva técnica como na de negócio, um protótipo foi desenvolvido utilizando a metodologia de Design Science Research (DSR) e disponibilizado a quatro hotéis. Os resultados mostraram que os hotéis ficaram muito satisfeitos com o sistema e que a construção de um protótipo é um bom método para desenvolver e avaliar os sistemas de GP.Palavras-chave: software as a service; gestão da performance; design science research; inteligência empresarial; análise de dados; hotelaria. Nuno António • Francisco Serra| 24

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Analysing Ecotourists’ Satisfaction in Socialisation and Knowledge Sharing Intentions via Social Media

Sarkar

Law

2013

Information and Communication Technologies in Tourism 2014

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Harnessing social media platforms to measure customer-based hotel brand equity

Cited by 59 publications

References 67 publications

Dual pillars of hotel restaurant food quality satisfaction and brand loyalty

Dual pillars of hotel restaurant food quality satisfaction and brand loyalty

The use of design science research in the development of a performance management system for hospitality

Analysing Ecotourists’ Satisfaction in Socialisation and Knowledge Sharing Intentions via Social Media

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