The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty

doi:10.1016/j.ijhm.2014.10.004

科研成果详情

题名	The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty
作者	Wendy Gao，Bo 1; Lai，Ivan Ka Wai 2
发表日期	2015
发表期刊	International Journal of Hospitality Management
ISSN/eISSN	0278-4319
卷号	44 页码:38-47
摘要	Integrated resorts provide different leisure services including casinos, hotels, food and beverage (F&B), and shopping. Tourists staying in an integrated resort would experience a wide range of transactional services. This study aims to investigate the relative influence of each transactional service on the level of integrated satisfaction within an integrated resort and their effects on customer loyalty. Partial least squares analysis is used to analyze the data collected from 601 tourists in Macau. The main findings are as follows: integrated satisfaction is influenced by transaction-specific satisfactions in different levels; integrated satisfaction has a strong direct influence on customer loyalty; and integrated satisfaction has a fully mediating effect on F&B satisfaction/customer loyalty, a partially mediating effects on hotel and casino satisfaction/customer loyalty, and a partially mediating and moderating effect on shopping satisfactions/customer loyalty.
关键词	Customer loyalty Integrated resort Integrated satisfaction Transaction-specific satisfaction
DOI	10.1016/j.ijhm.2014.10.004
URL	查看来源
语种	英语English
Scopus入藏号	2-s2.0-84912022913
引用统计	被引频次：62[WOS] [WOS记录] [WOS相关记录]
文献类型	期刊论文
条目标识符	https://repository.uic.edu.cn/handle/39GCC9TT/6479
专题	北师香港浸会大学
通讯作者	Lai，Ivan Ka Wai
作者单位	1.Division of Business and Management, Beijing Normal University-Hong Kong Baptist University United International College,Zhuhai, Guangdong,China 2.School of Business and Hospitality Management, Caritas Institute of Higher Education,New Territories,Tseung Kwan O,Hong Kong
第一作者单位	北师香港浸会大学
推荐引用方式 GB/T 7714	Wendy Gao，Bo,Lai，Ivan Ka Wai. The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty[J]. International Journal of Hospitality Management, 2015, 44: 38-47.
APA	Wendy Gao，Bo, & Lai，Ivan Ka Wai. (2015). The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty. International Journal of Hospitality Management, 44, 38-47.
MLA	Wendy Gao，Bo,et al."The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty". International Journal of Hospitality Management 44(2015): 38-47.