International Journal of Contemporary Hospitality Management 

About: International Journal of Contemporary Hospitality Management is an academic journal published by Emerald Publishing Limited. The journal publishes majorly in the area(s): Hospitality industry & Hospitality. It has an ISSN identifier of 0959-6119. Over the lifetime, 2861 publications have been published receiving 127944 citations.

The relationship between customer loyalty and customer satisfaction

Abstract: Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationship between customer satisfaction and customer loyalty was non‐linear. The authors use the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers. The study makes use of the hotel’s database to draw samples for both focus groups and a mail survey.

Customer loyalty in the hotel industry: the role of customer satisfaction and image

Abstract: Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image This is of considerable interest to both practitioners and academics in the field of hospitality management The objective of this research is to identify the factors of image and customer satisfaction that are positively related to customer loyalty in the hotel industry Using data collected from chain hotels in New Zealand, the findings indicate that hotel image and customer satisfaction with the performance of housekeeping, reception, food and beverage, and price are positively correlated to customer loyalty

The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions.

Abstract: Purpose – The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions.Design/methodology/approach – Data were collected from customers at an authentic upscale Chinese restaurant located in a Southeastern state in the USA via a self‐administered questionnaire. Anderson and Gerbing's two‐step approach was used to assess the measurement and structural models.Findings – Structural equation modeling shows that the quality of the physical environment, food, and service were significant determinants of restaurant image. Also, the quality of the physical environment and food were significant predictors of customer perceived value. The restaurant image was also found to be a significant antecedent of customer perceived value. In addition, the results reinforced that customer perceived value is indeed a ...

Exploring consumer attitude and behaviour towards green practices in the lodging industry in India

Abstract: Purpose – The study seeks to explore the factors which influence the consumer attitude and behaviour towards green practices in the lodging industry in India and also to explore the consumers' intentions to pay for these practices.Design/methodology/approach – A quantitative and qualitative research methodology using a questionnaire along with secondary research has been proposed. A structured questionnaire has been used using convenience‐sampling techniques from National Capital Region in India. Correlation and factor analysis has been used to explore consumers' attitudes and behaviour towards green practices in the lodging industry.Findings – The consumers using hotel services are conscious about environmentally friendly practices in India. They patronise the hotels that have adapted green practices though not compromising on service quality. The consumers would prefer to use lodging that follows these practices but are not willing to pay extra for these services. Indian hotels have the competitive adva...

An assessment of the use of partial least squares structural equation modeling (PLS-SEM) in hospitality research

Abstract: Purpose Structural equation modeling (SEM) depicts one of the most salient research methods across a variety of disciplines, including hospitality management. While for many researchers, SEM is equivalent to carrying out covariance-based SEM, recent research advocates the use of partial least squares structural equation modeling (PLS-SEM) as an attractive alternative. We systematically examine how PLS-SEM has been applied in major hospitality research journals with the aim of providing important guidance and, if necessary, opportunities for realignment in future applications. As PLS-SEM in hospitality research is still in an early stage of development, critically examining its use holds considerable promise in order to counteract misapplications which otherwise might reinforce over time. Design/methodology/approach We reviewed all PLS-SEM studies published in six SSCI-indexed hospitality management journals between 2001 and 2015. Tying in with prior studies in the field, our review covers reasons for usin...