A Model of Hotel Defection at the Purchasing Stage

References

• Baloglu , S. 2002 . Dimensions of customer loyalty: Separating friends from well-wishers . Cornell Hotel and Restaurant Administration Quarterly , 43 ( 1 ) : 47 – 59 .
   Google Scholar
• Barsky , J. and Nash , L. 2002 . Evoking emotion: Affective keys to hotel loyalty . Cornell Hotel and Restaurant Administration Quarterly , 43 ( 1 ) : 39 – 46 .
   Google Scholar
• Bentler , P. M. and Bonett , D. G. 1980 . Significance tests and goodness-of-fit in the analysis of covariance structures . Psychological Bulletin , 88 ( 3 ) : 588 – 600 .
   Web of Science ®Google Scholar
• Biggs , R. , Raudsepp-Hearne , C. , Atkinson-Palumbo , C. , Bohensky , E. , Boyd , E. and Zurek , M. 2007 . Linking futures across scales: A dialog on multiscale scenarios . Ecology and Society , 12 ( 1 ) : 17
   Google Scholar
• Bollen , K. A. 1989 . A new incremental fit index for general structural equation models . Sociological Methods Research , 17 ( 3 ) : 303 – 316 .
   Web of Science ®Google Scholar
• Bowen , J. T. and Shoemaker , S. 2003 . Loyalty: A strategic commitment . Cornell Hotel and Restaurant Administration Quarterly , 44 ( 5/6 ) : 31 – 46 .
   Google Scholar
• Burnham , T. A. , Frels , J. K. and Mahajan , V. 2003 . Consumer switching costs: A typology, antecedents, and consequences . Journal of the Academy of Marketing Science , 31 ( 2 ) : 109 – 126 .
   Web of Science ®Google Scholar
• Callan , R. J. 1998 . Attributional analysis of customers’ hotel selection criteria by U.K. grading scheme categories . Journal of Travel Research , 36 ( 3 ) : 20 – 34 .
   Google Scholar
• Cattell , R. B. 1966 . The scree test for the number of factors . Multivariate Behavioral Research , 1 : 245 – 276 .
   PubMed Web of Science ®Google Scholar
• Chu , R. K. S. and Choi , T. 2000 . An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: A comparison of business and leisure travellers . Tourism Management , 21 ( 4 ) : 363 – 377 .
   Web of Science ®Google Scholar
• Clemes , M. D. , Gan , C. and Ren , M. 2011 . Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis . Journal of Hospitality & Tourism Research , 35 ( 4 ) : 530 – 568 .
   Web of Science ®Google Scholar
• Clow , K. E. , Garretson , J. A. and Kurtz , D. L. 1994 . An exploratory study into the purchase decision process used by leisure travellers in hotel selection . Journal of Hospitality & Leisure Marketing , 2 ( 4 ) : 53 – 72 .
   Google Scholar
• Cobanoglu , C. , Corbaci , K. , Moreo , P. J. and Ekinci , Y. 2003 . A comparative study of the importance of hotel selection components by Turkish business travelers . International Journal of Hospitality & Tourism Administration , 4 ( 1 ) : 1 – 22 .
   Google Scholar
• Dolnicar , S. and Otter , T. Which hotel attributes matter? A review of previous and a framework for future research . Asia Pacific Tourism Association 9th Annual Conference . Sydney , Australia.
   Google Scholar
• Gracia , E. , Bakker , A. B. and Grau , R. M. 2011 . Positive emotions: The connection between customer quality evaluations and loyalty . Cornell Hospitality Quarterly , 52 ( 4 ) : 458 – 465 .
   Web of Science ®Google Scholar
• Han , H. , Back , K. and Kim , Y. 2011 . A multidimensional scale of switching barriers in the full-service restaurant industry . Cornell Hospitality Quarterly , 52 ( 1 ) : 54 – 63 .
   Web of Science ®Google Scholar
• Han , H. , Hsu , L. and Sheu , C. 2010 . Application of the theory of planned behavior to green hotel choice: Testing the effect of environmentally friendly activities . Tourism Management , 31 ( 3 ) : 325 – 334 .
   Web of Science ®Google Scholar
• Han , H. , Kim , W. and Hyun , S. S. 2011 . Switching intention model development: Role of service performances, customer satisfaction and switching barriers in the hotel industry . International Journal of Hospitality Management , 30 ( 3 ) : 619 – 629 .
   Web of Science ®Google Scholar
• Hertzum , M. 2003 . Making use of scenarios: A field study of conceptual design . International Journal of Human-Computer Studies , 58 ( 2 ) : 215 – 239 .
   Web of Science ®Google Scholar
• Hoelter , J. W. 1983 . The analysis of covariance structures: Goodness of fit indices . Sociological Methods and Research , 11 ( 3 ) : 325 – 344 .
   Web of Science ®Google Scholar
• Hsu , C. H. C. , Oh , H. and Assaf , A. G. 2012 . A customer-based brand equity model for upscale hotels . Journal of Travel Research , 51 ( 1 ) : 81 – 93 .
   Web of Science ®Google Scholar
• Hu , H. S. , Huang , C. and Chen , P. 2010 . Do reward programs truly build loyalty for lodging industry? . International Journal of Hospitality Management , 29 ( 1 ) : 128 – 135 .
   Web of Science ®Google Scholar
• James , L. R. , Mulaik , S. A. and Brett , J. M. 1982 . Causal analysis: Assumptions, models, and data , Beverly Hills , CA : Sage .
   Google Scholar
• Kandampully , J. and Hu , H. 2007 . Do hoteliers need to manage image to retain loyal customers? . International Journal of Contemporary Hospitality Management , 19 ( 6 ) : 435 – 443 .
   Google Scholar
• Kandampully , J. and Suhartanto , D. 2000 . Customer loyalty in the hotel industry: The role of customer satisfaction and image . International Journal of Contemporary Hospitality Management , 12 ( 6 ) : 346 – 351 .
   Google Scholar
• Kim , W. G. , Jin-Sun , B. and Kim , H. J. 2008 . Multidimensional customer-based brand equity and its consequences in mid-priced hotels . Journal of Hospitality & Tourism Research , 32 ( 2 ) : 235 – 254 .
   Web of Science ®Google Scholar
• Kraus , S. J. 1995 . Attitudes and the prediction of behavior: A meta-analysis of the empirical literature . Personality and Social Psychology Bulletin , 21 ( 1 ) : 58 – 75 .
   Web of Science ®Google Scholar
• Lee , J. and Back , K. 2010 . Examining antecedents and consequences of brand personality in the upper-upscale business hotel segment . Journal of Travel & Tourism Marketing , 27 ( 2 ) : 132 – 145 .
   Web of Science ®Google Scholar
• Lewis , R. C. 1984 . The basis of hotel selection . Cornell Hotel and Restaurant Administration Quarterly , 25 ( 1 ) : 54 – 69 .
   Google Scholar
• Lockyer , T. 2005 . Understanding the dynamics of the hotel accommodation purchase decision . International Journal of Contemporary Hospitality Management , 17 ( 6 ) : 481 – 492 .
   Google Scholar
• Lockyer , T. and Roberts , L. 2009 . Motel accommodation: Trigger points to guest accommodation selection . International Journal of Contemporary Hospitality Management , 21 ( 1 ) : 24 – 37 .
   Web of Science ®Google Scholar
• Mattila , A. S. 2006 . How affective commitment boosts guest loyalty (and promotes frequent guest programs) . Cornell Hotel and Restaurant Administration Quarterly , 47 ( 2 ) : 174 – 181 .
   Google Scholar
• Matzler , K. , Renzl , B. and Rothenberger , S. 2006 . Measuring the relative importance of service dimensions in the formation of price satisfaction and service satisfaction: A case in the hotel industry . Scandinavian Journal of Hospitality and Tourism , 6 ( 3 ) : 179 – 196 .
   Google Scholar
• McCall , M. and Voorhees , C. 2010 . The drivers of loyalty program success: An organizing framework and research agenda . Cornell Hospitality Quarterly , 51 ( 1 ) : 35 – 52 .
   Web of Science ®Google Scholar
• Millar , M. and Baloglu , S. 2011 . Hotel guests’ preferences for green hotel attributes . Cornell Hospitality Quarterly , 52 ( 3 ) : 302 – 311 .
   Web of Science ®Google Scholar
• Millar , M. , Mayer , K. J. and Baloglu , S. 2012 . Importance of green hotel attributes to business and leisure travelers . Journal of Hospitality Marketing & Management , 21 ( 4 ) : 395 – 413 .
   Google Scholar
• Narteh , B. N. 2013 . Relationship marketing and customer loyalty: evidence from the Ghanian luxury hotel industry . Journal of Hospitality Marketing & Management , 22 ( 4 ) : 407 – 436 . doi:10.1080/1936823.2012.660564
   Google Scholar
• Ramanathan , R. and Ramanathan , D. 2011 . Guests’ perceptions of factors influencing customer loyalty: An analysis for UK hotels . International Journal of Contemporary Hospitality Management , 23 ( 1 ) : 7 – 25 .
   Web of Science ®Google Scholar
• Šerić , M. and Saura , I. G. 2012 . ICT, IMC, and brand equity in high-quality hotels of Dalmatia: An analysis from guest perceptions . Journal of Hospitality Marketing & Management , 21 ( 8 ) : 821 – 851 . doi:10.1080/19368623.2012.633211
   Google Scholar
• Shoemaker , S. and Lewis , R. C. 1999 . Customer loyalty: The future of hospitality marketing . International Journal of Hospitality Management , 18 ( 4 ) : 345 – 370 .
   Google Scholar
• Shoemaker , S. , Lewis , R. C. and Yesawich , P. C. 2007 . Marketing leadership in hospitality and tourism , 4th , Upper Saddle River , NJ : Pearson Prentice Hall .
   Google Scholar
• Skogland , I. and Sigauw , J. A. 2004 . Are your satisfied customers loyal? . Cornell Hotel and Restaurant Administration Quarterly , 45 ( 3 ) : 221 – 235 .
   Google Scholar
• Tanford , S. , Raab , C. and Kim , Y. S. 2011 . The influence of reward program membership and commitment on hotel loyalty . Journal of Hospitality & Tourism Research , 35 ( 3 ) : 279 – 307 .
   Web of Science ®Google Scholar
• Tanford , S. , Raab , C. and Kim , Y. S. 2012 . Determinants of hotel loyalty and purchasing behavior for full service and limited service hotels . International Journal of Hospitality Management , 31 ( 1 ) : 319 – 328 .
   Web of Science ®Google Scholar
• Wilkins , H. 2010 . Using importance-performance analysis to appreciate satisfaction in hotels . Journal of Hospitality Marketing & Management , 19 ( 8 ) : 866 – 888 .
   Google Scholar
• Wilkins , H. , Merrilees , B. and Herington , C. 2010 . The determinants of loyalty in hotels . Journal of Hospitality Marketing & Management , 19 ( 1 ) : 1 – 21 .
   Google Scholar
• Xu , J. B. and Chan , A. 2010 . A conceptual framework of hotel experience and customer-based brand equity . International Journal of Contemporary Hospitality Management , 22 ( 2 ) : 174 – 193 .
   Web of Science ®Google Scholar
• Zhang , J. J. and Mao , Z. 2012 . Image of all hotel scales on travel blogs: Its impact on customer loyalty . Journal of Hospitality Marketing & Management , 21 ( 2 ) : 113 – 131 .
   Google Scholar
• Zhang , Z. , Ye , Q. and Law , R. 2011 . Determinants of hotel room price: An exploration of travelers’ hierarchy of accommodation needs . International Journal of Contemporary Hospitality Management , 23 ( 7 ) : 972 – 981 .
   Web of Science ®Google Scholar