Investigating the Effect of Service Quality on Customer Loyalty in the Hotel Industry: The Mediating Role of Customer Satisfaction and the Moderating Roles of Service Recovery and Perceived Value

被引：9

作者：

Kuo, Nien-Te ^{[1
]}

Chang, Kuo-Chien ^{[2
]}

Cheng, Yi-Sung ^{[1
]}

Lai, Chia-Hui ^{[1
]}

机构：

[1] Ming Chuan Univ, Dept Tourism Management, 5 De Ming Rd, Gui Shan Dist 333, Taoyuan County, Taiwan

[2] Chihlee Inst Technol, Dept Leisure & Recreat Management, New Taipei 22050, Taiwan

来源：

JOURNAL OF CHINA TOURISM RESEARCH | 2013年 / 9卷 / 03期

关键词：

Service quality; customer satisfaction; customer loyalty; service recovery; perceived value;

D O I：

10.1080/19388160.2013.812896

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This empirical study seeks to contribute to a conceptual model that, reflecting the mediating role of customer satisfaction and the moderating roles of service recovery and perceived value, indicates the effect of service quality on customer loyalty in the hotel industry. Although previous studies have addressed the importance of these variables, the understanding of the moderating effect of service recovery and perceived value still remains a key issue in the existing literature. Based on the findings, the implications and future research directions are discussed.

引用

页码：257 / 276

页数：20

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