Impact of Luxury Hotel Customer Experience on Brand Love and Customer Citizenship Behavior

Lin, Yuanzhang; Choe, Yeongbae

doi:10.3390/su142113899

Cited by 6 publications

(7 citation statements)

References 59 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…This leads to more benefits to the company itself as well as to other potential customers. These results are consistent with previous research, which found that experiential value in luxury hotels has a positive impact on customer citizenship behaviour (Lin & Choe, 2022). Moreover, a positive relationship has been established between perceived value and customer citizenship behaviour in cause-related marketing on social media (Deng et al, 2023).…”

Section: Discussionsupporting

confidence: 93%

Turning Customers into Citizens: The Impact of Online Experiential Value on Customer Citizenship Behaviour

Shahin

2024

Journal of Creating Value

View full text Add to dashboard Cite

This research aims to understand customer motivations to display customer citizenship behaviour in the emerging market setting of Egypt. It develops and empirically tests the multidimensional perspective of online experiential value (grounded in the theory of consumption value) and customer citizenship behaviour to determine customer motivations to become company citizens on social media brand pages. Using an online self-administered survey, 294 responses were collected. Data were analyzed using structural equation modelling to achieve the research objectives. Findings confirm there is a positive and significant relationship between online experiential value and customer citizenship behaviour on social media brand pages. This research contributes to the literature by providing an understanding of how to employ the online experiential value dimensions to drive customer citizenship behaviour. The findings of this research will help marketers build effective social media marketing strategies where they provide customers with the five essential components of online experiential value necessary to establish customer citizenship behaviour.

show abstract

Section: Discussionsupporting

confidence: 93%

Turning Customers into Citizens: The Impact of Online Experiential Value on Customer Citizenship Behaviour

Shahin

2024

Journal of Creating Value

View full text Add to dashboard Cite

show abstract

“…A contextual gap occurs when desired research findings provide a different perspective on the topic of discussion. For instance, Liang, Wang & Zhang (2021) explored the impact of customer experience values (return on investment and service excellence) on brand satisfaction, commitment, love, and citizenship behaviors in luxury hotels. Data were collected from a survey of 400 customers who stayed at luxury hotels in China.…”

Section: Resultsmentioning

confidence: 99%

“…Secondly, a methodological gap also presents itself, for example, in their study on the impact of customer experience values (return on investment and service excellence) on brand satisfaction, commitment, love, and citizenship behaviors in luxury hotels; Liang, Wang & Zhang (2021) collected from a survey of 400 customers who stayed at luxury hotels in China. Partial least squares structural equation modeling was used to test the research model.…”

Section: Resultsmentioning

confidence: 99%

The Role of Social Media Marketing in Shaping Customer Perceptions of Modern Hospitality Brands in Ghana

Malik

2023

JMH

View full text Add to dashboard Cite

Purpose: The main objective of this study was to investigate the role of social media marketing in shaping customer perceptions of modern hospitality brands. Methodology: The study adopted a desktop research methodology. Desk research refers to secondary data or that which can be collected without fieldwork. Desk research is basically involved in collecting data from existing resources hence it is often considered a low cost technique as compared to field research, as the main cost is involved in executive’s time, telephone charges and directories. Thus, the study relied on already published studies, reports and statistics. This secondary data was easily accessed through the online journals and library. Findings: The findings revealed that there exists a contextual and methodological gap relating to the role of social media marketing in shaping customer perceptions of modern hospitality brands. Preliminary empirical review revealed that in a rapidly evolving digital landscape, the study underscores the importance of adaptability and innovation within the realm of social media marketing for modern hospitality brands. By staying attuned to customer preferences and continuously refining their strategies, these brands can not only shape but also elevate customer perceptions, thereby gaining a competitive edge and fostering long-term success in the hospitality industry. As technology and consumer behavior continue to evolve, future research in this area will be essential to further understand the intricate dynamics of social media marketing's influence on customer perceptions and its implications for the modern hospitality sector Unique Contribution to Theory, Practice and Policy: The Social Identity theory, Information Processing theory and Two Step Flow theory may be used to anchor future studies on social media marketing in modern hospitality. The study recommended for a cohesive social media branding strategy, engaging actively and responsively with customers, leveraging user-generated content and social proof, investing in visual and interactive content, collaborating with social media influencers, monitoring and analyzing social media and adapting to emerging trends and platforms.

show abstract

“…These limitations provide avenues for further research to enhance the understanding of the concept of perceived corporate philanthropy. Therefore, it would be intriguing for upcoming research to explore additional ramifications of PCP, encompassing aspects such as brand equity, brand personality, brand attachment, and consumers' experience in line with the work in [131], among others. Moreover, it would be worthwhile to examine a different sector, distinct from the luxury industry, in order to validate the PCP scale.…”

Section: Discussionmentioning

confidence: 99%

Exploring the Impact of Corporate Philanthropy on Brand Authenticity in the Luxury Industry: Scale Development and Empirical Studies

Leo

Robinot

2023

Sustainability

View full text Add to dashboard Cite

The objective of this study was to investigate the concept of perceived corporate philanthropy (PCP) among consumers of luxury goods and examine the differences these consumers perceive in terms of philanthropic actions, particularly within the luxury sector. To address this question, we adopted the following approach: (1) Defining the concept of PCP through an extensive analysis of 2590 articles using GEPHI methodology. (2) Developing a measurement scale for the PCP construct. (3) Exploring the impact of PCP on perceived brand authenticity by comparing consumers of luxury hotels and standard hotels. The results of our multigroup analysis indicated a significant difference among consumers. Corporate philanthropic strategies had a notably stronger influence on the perception of PCP among luxury hotel consumers. This finding underscores the substantial divergence within the luxury marketing literature. These consumers seek brands that align with their desire to associate themselves with robust and authentic brands that carry symbolic significance, which allows them to identify and connect with these brands. By consuming these brands, they are able to attain their desired status. This study sheds light on a significant variable in contemporary marketing, namely, PCP, which provides new avenues for differentiation and leverage within the luxury goods industry. As a result, this study provides valuable managerial recommendations to companies and NGOs, aiming to assist them in tailoring their philanthropic strategies to effectively resonate with their target audiences and bolster their brand reputation.

show abstract

Impact of Luxury Hotel Customer Experience on Brand Love and Customer Citizenship Behavior

Cited by 6 publications

References 59 publications

Turning Customers into Citizens: The Impact of Online Experiential Value on Customer Citizenship Behaviour

Turning Customers into Citizens: The Impact of Online Experiential Value on Customer Citizenship Behaviour

The Role of Social Media Marketing in Shaping Customer Perceptions of Modern Hospitality Brands in Ghana

Exploring the Impact of Corporate Philanthropy on Brand Authenticity in the Luxury Industry: Scale Development and Empirical Studies

Contact Info

Product

Resources

About