Investigating the Impacts of Hotel Brand Experience on Brand Loyalty: The Mediating Role of Brand Positioning

References

• Aaker, D. A. (1991). Managing brand equity: Capitalizing on the value of a brand name. The Free Press.
   Google Scholar
• Aaker, D. A., & Shanshy, J. G. (1982). Positioning your product. Business Horizons, 25(3), 56–62. https://doi.org/10.1016/0007-6813(82)90130-6
   Web of Science ®Google Scholar
• Amine, A. (1998). Consumers ’true brand loyalty: The central role of commitment. Journal of Strategic Marketing, 6(4), 305–319. https://doi.org/10.1080/096525498346577
   Google Scholar
• Anderson, T. D. (2007). The tourist in the experience economy. Scandinavian Journal of Hospitality and Tourism, 7(1), 46–58. https://doi.org/10.1080/15022250701224035
   Web of Science ®Google Scholar
• Antón, C., Camarero, C., & Laguna-García, M. (2018). Experience value or satiety? The effects of the amount and variety of tourists’ activities on perceived experience. Journal of Travel Research, 57(7), 920–935. https://doi.org/10.1177/0047287517727366
   Web of Science ®Google Scholar
• Assaker, G., & Hallak, R. (2013). Moderating effects of tourists’ novelty-seeking tendencies on destination image, visitor satisfaction, and short- and long-term revisit intentions. Journal of Travel Research, 52(5), 600–613. https://doi.org/10.1177/0047287513478497
   Web of Science ®Google Scholar
• Barich, H., & Kotler, P. (1991). A framework for marketing image management. Sloan Management Review, 32(2), 94–104. https://sloanreview.mit.edu/article/a-framework-for-marketing-image-management/
   PubMedGoogle Scholar
• Berry, K. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. In Sloan management review (Vol. 43, pp. 85–89). Spring.
   Google Scholar
• Bowen, J. T., & Shoemaker, S. (1998). Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 39(1), 12–25. https://doi.org/10.1177/001088049803900104
   Google Scholar
• Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.052
   Web of Science ®Google Scholar
• Brodie, R. J., Whittome, J. R. M., & Brush, G. J. (2009). Investigating the service brand: A customer value perspective. Journal of Business Research, 62(3), 345–355. https://doi.org/10.1016/j.jbusres.2008.06.008
   Web of Science ®Google Scholar
• Brunner, T. A., Stocklin, M., & Opwis, K. (2008). Satisfaction, image, and loyalty: New versus experience customers. European Journal of Marketing, 42(9/10), 1095–1105. https://doi.org/10.1108/03090560810891163
   Google Scholar
• Bureau, T., & Taiwan. (2018a). Monthly report on tourist hotel operations. Retrieved from 1 March 2018 http://t-hotel.tbroc.gov.tw/ASPReports/Rpt_024.asp
   Google Scholar
• Bureau, T., & Taiwan. (2018b). Visitor arrivals by residence. Retrieved from 1 March 2018 http://admin.taiwan.net.tw/statistics/year.aspx?no=134
   Google Scholar
• Carbone, L. P., & Haeckel, S. H. (1994). Engineering customer experiences. Marketing Management,3, (3), 9–19.
   Google Scholar
• Cetin, G., & Walls, A. (2016). Understanding the customer experiences from the perspective of guests and hotel managers: Empirical findings from luxury hotels in Istanbul, Turkey. Journal of Hospitality Marketing & Management, 25(4), 395–424. https://doi.org/10.1080/19368623.2015.1034395
   Web of Science ®Google Scholar
• Chan, P. H., & Tung, W. S. (2019). Examining the effects of robotic service on brand. experience: The moderating role of hotel segment. Journal of Travel & Tourism Marketing, 36(4), 458–468. https://doi.org/10.1080/10548408.2019.1568953
   Web of Science ®Google Scholar
• Chan, S. W., & Pollard, D. E. (2001). An encyclopedia of translation: Chinese-English, English-Chinese. The Chinese University Press.
   Google Scholar
• Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing 65, 65(2), 81–93. https://doi.org/10.1509/jmkg.65.2.81.18255
   Web of Science ®Google Scholar
• Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction, and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008
   Web of Science ®Google Scholar
• Dube, L., & Renaghan, L. M. (2000). Creating visible customer value: How customers view best-practice champions. Cornell Hotel and Restaurant Administration Quarterly, 41(1), 62–72. https://doi.org/10.1177/001088040004100124
   Google Scholar
• Fazio, R. H. (1989). On the power and functionality of attitudes: The role of attitude accessibility. In A. R. Pratkaniz, S. J. Breckler, A. G. Greenwald, N. J. Hillsdale, & L. Erlbaum (Eds.), Attitude Structure and Function (pp. 153–179).
   Google Scholar
• Gilmore, J. H., & Pine, B. J. (2002). Differentiating hospitality operations via experiences: Why selling services is not enough. Cornell Hotel and Restaurant Administration Quarterly, 43(3), 87–96. https://doi.org/10.1016/S0010-8804(02)80022-2
   Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis. Pearson.
   Google Scholar
• Hallmann, K., Zehrer, A., & Müler, S. (2015). Perceived destination image: An image model for a winter sports destination and its effect on the intention to revisit. Journal of Travel Research, 54(1), 94–106. https://doi.org/10.1177/0047287513513161
   Web of Science ®Google Scholar
• Hart, A. E., & Rosenberger, P. J. (2004). Effect of corporate image in the gormation of customer loyalty: An Australian replication. Australian Marketing Journal, 12(3), 88–96. https://doi.org/10.1016/S1441-3582(04)70109-3
   Google Scholar
• Hsu, H. C., Oh, H., & Assaf, A. G. (2011). A customer-based equity model for upscale hotels. Journal of Travel Research, 51(1), 81–93. https://doi.org/10.1177/0047287510394195
   Web of Science ®Google Scholar
• Huang, S., Liu, Z., & Hsu, C. H. (2014). Customer experiences with economy hotels in china: Evidence from mystery guests. Journal of Hospitality Marketing & Management, 23(3), 266–293. https://doi.org/10.1080/19368623.2013.787919
   Google Scholar
• Huang, S., Weiler, B., & Assaker, A. (2015). Effects of interpretive guiding outcomes on tourist satisfaction and behavioral intention. Journal of Travel Research, 54(3), 344–358. https://doi.org/10.1177/0047287513517426
   Web of Science ®Google Scholar
• Huang, Z. J., & Cai, L. A. (2015). Modeling consumer-based brand equity for multinational hotel brands–When hosts become guests. Tourism Management, 46, 431–443. https://doi.org/10.1016/j.tourman.2014.07.013
   Web of Science ®Google Scholar
• Janiszewski, C., & Osselaer, S., . M., . J. V. (2000). A connectionist model of brand quality Associations. Journal of Marketing Research, 37(3), 331–350. https://doi.org/10.1509/jmkr.37.3.331.18780
   Web of Science ®Google Scholar
• Jing, X. (2010). Luxury hotel brand equity, customer experience, and their antecedents: A study of business travelers in Hong Kong [Doctoral dissertation]. http://www.lib.polyu.edu.hk.
   Google Scholar
• Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding, and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21–56. https://doi.org/10.1108/IJCHM-10-2015-0549
   Web of Science ®Google Scholar
• Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57(1), 1–22. https://doi.org/10.1177/002224299305700101
   Web of Science ®Google Scholar
• Keller, K. L. (1998). Strategic brand management: Building, measuring, and managing brand equity. Prentice-Hall.
   Google Scholar
• Keller, K. L., Sternthal, B., & Tybout, A. (2002). Three questions you need to ask about your brand. Harvard Business Review, 80, 80–89.
   PubMed Web of Science ®Google Scholar
• Khan, I., & Rahman, Z. (2017). Development of a scale to measure hotel brand experiences. International Journal of Contemporary Hospitality Management, 29(1), 268–287. https://doi.org/10.1108/IJCHM-08-2015-0439
   Web of Science ®Google Scholar
• Kim, J. H., & Ritchie, J. R. B. (2014). Cross-cultural validation of a memorable tourism experience scale (MTES). Journal of Travel Research, 53(3), 323–335. https://doi.org/10.1177/0047287513496468
   Web of Science ®Google Scholar
• Klaus, P., & Maklan, S. (2007). The role of brands in a service-dominated world. Journal of Brand Management, 15(2), 115–122. https://doi.org/10.1057/palgrave.bm.2550121
   Google Scholar
• Knutson, B. J., Beck, J. A., Kim, S., & Cha, J. (2009). Identifying the dimensions of the guest’s hotel experience. Cornell Hospitality Quarterly, 50(1), 44–55. https://doi.org/10.1177/1938965508326305
   Web of Science ®Google Scholar
• Kotler, P., & Armstrong, G. (2004). Principle of marketing (10thed.). Prentice-Hill.
   Google Scholar
• Lai, I., . K. W. (2019). Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality & Tourism Management, 38, 111–121. https://doi.org/10.1016/j.jhtm.2019.01.003
   Web of Science ®Google Scholar
• Levitt, T. (1980). Marketing success through differentiation of anything. Harvard Business Review, 58(3), 83–91.
   PubMedGoogle Scholar
• Levitt, T. (1983). After the sale is over. Harvard Business Review, 61, 87–93.
   Web of Science ®Google Scholar
• Lin, C. H., & Kuo, Z. L. (2016). The behavioral consequences of the tourist experience. Tourism Management Perspectives, 18, 84–91. https://doi.org/10.1016/j.tmp.2015.12.017
   Web of Science ®Google Scholar
• Lu, L., & Gursoy, D. (2017). Would consumers pay more for nongenetically modified menu items? An examination of factors influencing diners’ behavioral intentions. Journal of Hospitality Marketing & Management, 26(3), 215–237. https://doi.org/10.1080/19368623.2016.1178618
   Web of Science ®Google Scholar
• Lurigio, A. J., & Carroll, J. S. (1985). Probation officers’ schemata of offenders: Content, development, and impact on treatment decisions. Journal of Personality and Social Psychology, 48(5), 1112–1126. https://doi.org/10.1037/0022-3514.48.5.1112
   Web of Science ®Google Scholar
• Marschall, S. (2012). Tourism and memory. Annals of Tourism Research, 39(4), 2216–2219. https://doi.org/10.1016/j.annals.2012.07.001
   Web of Science ®Google Scholar
• Martín-Santana, J. D., Beerli-Palacio, A., & Nazzareno, P. A. (2017). Antecedents and consequences of destination image gap. Annals of Tourism Research, 62(1), 13–25. https://doi.org/10.1016/j.annals.2016.11.001
   Google Scholar
• Mattila, A. S. (2001). Emotional bonding and restaurant loyalty. The Cornell Hotel and Restaurant Administration Quarterly, 58(3), 73–79. https://doi.org/10.1016/S0010-8804(01)81012-0
   Google Scholar
• Mosley, R. W. (2007). Customer experience, organizational culture and the employer brand. Journal of Brand Management, 15(2), 123–134. https://doi.org/10.1057/palgrave.bm.2550124
   Google Scholar
• Nunnally, J. C. (1978). Psychometric theory (2nded.). McGraw-Hill.
   Google Scholar
• O’Neill, J. W., & Mattila, A. S. (2010). Hotel brand strategy. Cornell Hotel & Restaurant Administration Quarterly, 51, 27–34.
   Google Scholar
• Oh, H., Fiore, A. M., & Jeong, M. (2007). Measuring experience economy concepts: Tourism application. Journal of Travel Research, 46(2), 119–132. https://doi.org/10.1177/0047287507304039
   Google Scholar
• Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4_suppl1), 33–44. https://doi.org/10.1177/00222429990634s105
   Google Scholar
• Ong, C. H., Lee, H. W., & Ramayah, T. (2018). Impact of brand experience on loyalty. Journal of Hospitality Marketing & Management, 27(7), 755–774. https://doi.org/10.1080/19368623.2018.1445055
   Web of Science ®Google Scholar
• Otto, J. E., & Ritchie, J. R. B. (1995). Exploring the quality of the service experience: A theoretical and empirical analysi. In D. Bowen, T. Swartz, & S. Brown (Eds.), Advances in service marketing and management and practice. JAI Press.
   Google Scholar
• Pine, B. J., & Gilmore, J. H. (1998, July/August). Welcome to the experience economy. Harvard Business Review, 42(4), 97–106.
   Google Scholar
• Pine, B. J., & Gilmore, J. H. (2011). The experience economy. Harvard Business Press.
   Google Scholar
• Popp, B., & Woratschek, H. (2017). Consumer-brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth. Journal of Brand Management, 24(3), 250–270. https://doi.org/10.1057/s41262-017-0033-9
   Web of Science ®Google Scholar
• Rajaobelina, L. (2018). The impact of customer experience on relationship quality with travel agencies in a multichannel environment. Journal of Travel Research, 57(2), 206–217. https://doi.org/10.1177/0047287516688565
   Web of Science ®Google Scholar
• Rao, A. R., & Monroe, K. B. (1989). The effect of price, brand name, and store name on buyers’ perceptions of product quality: An integrative review. Journal of Marketing Research, 26(3), 351–357.
   Web of Science ®Google Scholar
• Rather, R. A., & Sharma, J. (2017). Customer engagement for evaluating customer relationships in hotel industry. European Journal of Tourism, Hospitality and Recreation, 8(1), 1–13. https://doi.org/10.1515/ejthr-2017-0001
   Web of Science ®Google Scholar
• Rossiter, J. R., & Percy, L. (1996). Advertising communication and promotion management. McGraw-Hill.
   Google Scholar
• Rust, R. T., Zahorik, A. J., & Keiningham, T. L. (1996). Service marketing. Harper Collins.
   Google Scholar
• Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200–223. https://doi.org/10.1108/09596111211206141
   Web of Science ®Google Scholar
• Schmitt, B. H. (1999). Experiential marketing. Journal of Marketing Management, 15(1–3), 53–67. https://doi.org/10.1362/026725799784870496
   Google Scholar
• Sengupta, S. (2005). Brand positioning: Strategy for competitive advantage. Tata McGraw-Hill.
   Google Scholar
• Shaw, C., & Ivens, J. (2002). Building great customer experiences. Palgrave Macmillan.
   Google Scholar
• Shemwell, D., Cronin, J., & Bullard, W. (1994). Relational exchanges in services: An empirical investigation of ongoing customer service-provider relationships. International Journal of Service Industry Management, 5(3), 57–68. https://doi.org/10.1108/09564239410064089
   Google Scholar
• Sipe, L. J., & Testa, M. R. (2018). From satisfied to memorable: An empirical study of service and experience dimensions on guest outcomes in the hospitality industry. Journal of Hospitality Marketing & Management, 27(2), 178–195. https://doi.org/10.1080/19368623.2017.1306820
   Web of Science ®Google Scholar
• Sobel, M. E. (1982). Asymptotic intervals for indirect effects in structural equation models. In S. Leinhart (Ed.), Sociological methodology (pp. 290–312). Jossey-Bass.
   Google Scholar
• Stein, A., & Ramaseshan, R. (2019). The customer experience – loyalty link: Moderating role of motivation orientation. Journal of Service Management, 31, (1), 51–78. https://doi.org/10.1108/JOSM-04-2019-0113
   Google Scholar
• Stylos, N., Vassiliadis, C. A., Bellou, V., & Andronikidis, A. (2016). Destination images, holistic images, and personal normative beliefs: Predictors of intention to revisit a destination. Tourism Management, 53, 40–40. https://doi.org/10.1016/j.tourman.2015.09.006
   Web of Science ®Google Scholar
• Suhartanto, D. (2016). Tourist satisfaction with souvenir shopping: Evidence from Indonesian domestic tourists. In Current Issues in Tourism (pp. 1–17).
   Google Scholar
• Sui, J. S., & Baloglu, S. (2003). The role of emotional commitment in relationship marketing: An empirical investigation of a loyalty model for casinos. Journal of Hospitality and Tourism Research, 27(4), 470–489. https://doi.org/10.1177/10963480030274006
   Google Scholar
• Villena-Manzanares, F., & Souto-Perez, J. E. (2016). Sustainability, innovative orientation, and export performance of manufacturing SMEs: An empirical analysis of the mediating role of corporate image. Journal of Industrial Engineering and Management, 9(1), 35–58. https://doi.org/10.3926/jiem.1532
   Google Scholar
• Walker. (2010). A systematic review of the corporate reputation literature: Definition, measurement, and theory. Corporate Reputation Review, 12(4), 357–3872011. https://doi.org/10.1057/crr.2009.26
   Google Scholar
• Walls, A., Okumus, F., Wang, Y., & Kwun, J. W. (2011). Understanding the consumer experience: An exploratory study of luxury hotels. Journal of Hospitality Marketing & Management, 20(2), 166–197. https://doi.org/10.1080/19368623.2011.536074
   Google Scholar
• Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research,18, 18(1), 84–91. https://doi.org/10.1086/209243
   Web of Science ®Google Scholar
• Yavas, U., & Babakus, E. (2005). Competing for guests: An application of extended quadrant analysis. Journal of Hospitality & Leisure Marketing, 12(3), 29–44. https://doi.org/10.1300/J150v12n03_03
   Google Scholar
• Zarantonello, L., & Schmitt, B. H. (2010). Using the brand experience scale to profile consumers and predict consumer behaviour. Brand Management, 17(7), 532–540. https://doi.org/10.1057/bm.2010.4
   Google Scholar