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.

Saved in:
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
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
cited_by cdi_FETCH-LOGICAL-c1586-fcd2479b68d589787839a94818e29aff5ef51d6be8084a00467afce13e3a75753
cites cdi_FETCH-LOGICAL-c1586-fcd2479b68d589787839a94818e29aff5ef51d6be8084a00467afce13e3a75753
container_end_page 71
container_issue 1
container_start_page 42
container_title Tourism critiques
container_volume 3
creator Nyagadza, Brighton
Mazuruse, Gideon
Muposhi, Asphat
Chigora, Farai
description Purpose>This study aims to examine the influence of service quality, satisfaction, trust, value and commitment on hotel customers’ attitudinal and behavioural loyalty.
doi_str_mv 10.1108/TRC-12-2021-0026
format article
fullrecord <record><control><sourceid>proquest_cross</sourceid><recordid>TN_cdi_proquest_journals_2705688555</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>2705688555</sourcerecordid><originalsourceid>FETCH-LOGICAL-c1586-fcd2479b68d589787839a94818e29aff5ef51d6be8084a00467afce13e3a75753</originalsourceid><addsrcrecordid>eNo9kMtKxDAUhoMoOIyzdxlwXc2laVN3MowXGBBk3LgJaXvCRNrJTJJ26M7X8PV8EltGXJ3D4Ts_Px9C15TcUkrk3eZtmVCWMMJoQgjLztCMZZyPN87P_3cmLtEiBFsSQXJepIzM0HFlDFQRO4O3LkKDXQ9eNw0O4HtbAT50urFxwG6Hqy5E14IPP1_fWMdoY1fbnW6w3tW4hK3urevGZ9y4QTdxuMf7Ed6P8baHgI13Lf6wbanLI1yhC6ObAIu_OUfvj6vN8jlZvz69LB_WSUWFzBJT1SzNizKTtZBFLnPJC12kkkpghTZGgBG0zkqQRKaakDTLtamAcuA6F7ngc3Rzyt17d-ggRPU5dhxLB8VyIjIphZgocqIq70LwYNTe21b7QVGiJsNqNKwoU5NhNRnmv706cRw</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>2705688555</pqid></control><display><type>article</type><title>Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe</title><source>Emerald Open Access</source><source>Publicly Available Content Database</source><source>ABI/INFORM Global</source><creator>Nyagadza, Brighton ; Mazuruse, Gideon ; Muposhi, Asphat ; Chigora, Farai</creator><creatorcontrib>Nyagadza, Brighton ; Mazuruse, Gideon ; Muposhi, Asphat ; Chigora, Farai</creatorcontrib><description>Purpose&gt;This study aims to examine the influence of service quality, satisfaction, trust, value and commitment on hotel customers’ attitudinal and behavioural loyalty.</description><identifier>ISSN: 2633-1225</identifier><identifier>EISSN: 2633-1233</identifier><identifier>DOI: 10.1108/TRC-12-2021-0026</identifier><language>eng</language><publisher>Bingley: Emerald Group Publishing Limited</publisher><subject>Brand loyalty ; Competition ; Competitive advantage ; Costs ; Customer satisfaction ; Customer services ; Hospitality industry ; Hotels &amp; motels ; Hypotheses ; Literature reviews ; Quality of service ; Tourism</subject><ispartof>Tourism critiques, 2022-08, Vol.3 (1), p.42-71</ispartof><rights>Brighton Nyagadza, Gideon Mazuruse, Asphat Muposhi and Farai Chigora. This work is published under http://creativecommons.org/licences/by/4.0/legalcode (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.</rights><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c1586-fcd2479b68d589787839a94818e29aff5ef51d6be8084a00467afce13e3a75753</citedby><cites>FETCH-LOGICAL-c1586-fcd2479b68d589787839a94818e29aff5ef51d6be8084a00467afce13e3a75753</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.proquest.com/docview/2705688555/fulltextPDF?pq-origsite=primo$$EPDF$$P50$$Gproquest$$Hfree_for_read</linktopdf><linktohtml>$$Uhttps://www.proquest.com/docview/2705688555?pq-origsite=primo$$EHTML$$P50$$Gproquest$$Hfree_for_read</linktohtml><link.rule.ids>314,780,784,11688,25753,27924,27925,36060,37012,44363,44590,74895,75126</link.rule.ids></links><search><creatorcontrib>Nyagadza, Brighton</creatorcontrib><creatorcontrib>Mazuruse, Gideon</creatorcontrib><creatorcontrib>Muposhi, Asphat</creatorcontrib><creatorcontrib>Chigora, Farai</creatorcontrib><title>Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe</title><title>Tourism critiques</title><description>Purpose&gt;This study aims to examine the influence of service quality, satisfaction, trust, value and commitment on hotel customers’ attitudinal and behavioural loyalty.</description><subject>Brand loyalty</subject><subject>Competition</subject><subject>Competitive advantage</subject><subject>Costs</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Hospitality industry</subject><subject>Hotels &amp; motels</subject><subject>Hypotheses</subject><subject>Literature reviews</subject><subject>Quality of service</subject><subject>Tourism</subject><issn>2633-1225</issn><issn>2633-1233</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2022</creationdate><recordtype>article</recordtype><sourceid>M0C</sourceid><sourceid>PIMPY</sourceid><recordid>eNo9kMtKxDAUhoMoOIyzdxlwXc2laVN3MowXGBBk3LgJaXvCRNrJTJJ26M7X8PV8EltGXJ3D4Ts_Px9C15TcUkrk3eZtmVCWMMJoQgjLztCMZZyPN87P_3cmLtEiBFsSQXJepIzM0HFlDFQRO4O3LkKDXQ9eNw0O4HtbAT50urFxwG6Hqy5E14IPP1_fWMdoY1fbnW6w3tW4hK3urevGZ9y4QTdxuMf7Ed6P8baHgI13Lf6wbanLI1yhC6ObAIu_OUfvj6vN8jlZvz69LB_WSUWFzBJT1SzNizKTtZBFLnPJC12kkkpghTZGgBG0zkqQRKaakDTLtamAcuA6F7ngc3Rzyt17d-ggRPU5dhxLB8VyIjIphZgocqIq70LwYNTe21b7QVGiJsNqNKwoU5NhNRnmv706cRw</recordid><startdate>20220826</startdate><enddate>20220826</enddate><creator>Nyagadza, Brighton</creator><creator>Mazuruse, Gideon</creator><creator>Muposhi, Asphat</creator><creator>Chigora, Farai</creator><general>Emerald Group Publishing Limited</general><scope>AAYXX</scope><scope>CITATION</scope><scope>7WY</scope><scope>7WZ</scope><scope>7XB</scope><scope>ABUWG</scope><scope>AFKRA</scope><scope>AZQEC</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>F~G</scope><scope>K6~</scope><scope>L.-</scope><scope>M0C</scope><scope>PIMPY</scope><scope>PQBIZ</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>Q9U</scope></search><sort><creationdate>20220826</creationdate><title>Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe</title><author>Nyagadza, Brighton ; Mazuruse, Gideon ; Muposhi, Asphat ; Chigora, Farai</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c1586-fcd2479b68d589787839a94818e29aff5ef51d6be8084a00467afce13e3a75753</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2022</creationdate><topic>Brand loyalty</topic><topic>Competition</topic><topic>Competitive advantage</topic><topic>Costs</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Hospitality industry</topic><topic>Hotels &amp; motels</topic><topic>Hypotheses</topic><topic>Literature reviews</topic><topic>Quality of service</topic><topic>Tourism</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Nyagadza, Brighton</creatorcontrib><creatorcontrib>Mazuruse, Gideon</creatorcontrib><creatorcontrib>Muposhi, Asphat</creatorcontrib><creatorcontrib>Chigora, Farai</creatorcontrib><collection>CrossRef</collection><collection>ABI/INFORM Collection</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ProQuest Central (Alumni)</collection><collection>ProQuest Central</collection><collection>ProQuest Central Essentials</collection><collection>AUTh Library subscriptions: ProQuest Central</collection><collection>Business Premium Collection</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>ProQuest Business Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM Global</collection><collection>Publicly Available Content Database</collection><collection>One Business</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest Central Basic</collection><jtitle>Tourism critiques</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Nyagadza, Brighton</au><au>Mazuruse, Gideon</au><au>Muposhi, Asphat</au><au>Chigora, Farai</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe</atitle><jtitle>Tourism critiques</jtitle><date>2022-08-26</date><risdate>2022</risdate><volume>3</volume><issue>1</issue><spage>42</spage><epage>71</epage><pages>42-71</pages><issn>2633-1225</issn><eissn>2633-1233</eissn><abstract>Purpose&gt;This study aims to examine the influence of service quality, satisfaction, trust, value and commitment on hotel customers’ attitudinal and behavioural loyalty.</abstract><cop>Bingley</cop><pub>Emerald Group Publishing Limited</pub><doi>10.1108/TRC-12-2021-0026</doi><tpages>30</tpages><oa>free_for_read</oa></addata></record>
fulltext fulltext
identifier ISSN: 2633-1225
ispartof Tourism critiques, 2022-08, Vol.3 (1), p.42-71
issn 2633-1225
2633-1233
language eng
recordid cdi_proquest_journals_2705688555
source Emerald Open Access; Publicly Available Content Database; ABI/INFORM Global
subjects Brand loyalty
Competition
Competitive advantage
Costs
Customer satisfaction
Customer services
Hospitality industry
Hotels & motels
Hypotheses
Literature reviews
Quality of service
Tourism
title Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe
url http://sfxeu10.hosted.exlibrisgroup.com/loughborough?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-05T00%3A45%3A06IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-proquest_cross&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=Effect%20of%20hotel%20overall%20service%20quality%20on%20customers%E2%80%99%20attitudinal%20and%20behavioural%20loyalty:%20perspectives%20from%20Zimbabwe&rft.jtitle=Tourism%20critiques&rft.au=Nyagadza,%20Brighton&rft.date=2022-08-26&rft.volume=3&rft.issue=1&rft.spage=42&rft.epage=71&rft.pages=42-71&rft.issn=2633-1225&rft.eissn=2633-1233&rft_id=info:doi/10.1108/TRC-12-2021-0026&rft_dat=%3Cproquest_cross%3E2705688555%3C/proquest_cross%3E%3Cgrp_id%3Ecdi_FETCH-LOGICAL-c1586-fcd2479b68d589787839a94818e29aff5ef51d6be8084a00467afce13e3a75753%3C/grp_id%3E%3Coa%3E%3C/oa%3E%3Curl%3E%3C/url%3E&rft_id=info:oai/&rft_pqid=2705688555&rft_id=info:pmid/&rfr_iscdi=true