6533b831fe1ef96bd129972b

RESEARCH PRODUCT

Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents

María Eugenia Ruiz MolinaIrene Gil SauraBeatriz Moliner Velázquez

subject

Service qualityConceptualizationTourism Leisure and Hospitality Managementmedia_common.quotation_subjectLoyaltyConceptual modelContext (language use)MarketingModerationPsychologyTourismLoyalty business modelmedia_common

description

Research on loyalty in tourism is becoming an area particularly relevant in the design of strategies for tourism companies oriented towards creating and continuing customer relationships. In this context, the present paper aims at studying loyalty formation in its two approaches (attitudinal and behavioral) from a dual purpose. First, we conduct a literature review on loyalty conceptualization in the context of tourism and focus on the main background — satisfaction, service quality, value and customer commitment — and moderator variables — consumer variety seeking and demographic characteristics. Then a model about direct and indirect relationships between these variables is presented. Next, further research and practical implication of this approach are discussed.

https://doi.org/10.1177/1356766710391450