Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe

Purpose>This study aims to examine the influence of service quality, satisfaction, trust, value and commitment on hotel customers’ attitudinal and behavioural loyalty.

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Bibliographic Details
Published in:Tourism critiques 2022-08, Vol.3 (1), p.42-71
Main Authors: Nyagadza, Brighton, Mazuruse, Gideon, Muposhi, Asphat, Chigora, Farai
Format: Article
Language:English
Subjects:
Brand loyalty
Competition
Competitive advantage
Costs
Customer satisfaction
Customer services
Hospitality industry
Hotels & motels
Hypotheses
Literature reviews
Quality of service
Tourism
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Description
Summary:Purpose>This study aims to examine the influence of service quality, satisfaction, trust, value and commitment on hotel customers’ attitudinal and behavioural loyalty.
ISSN:2633-1225
2633-1233
DOI:10.1108/TRC-12-2021-0026