The impact of customer interaction on customer loyalty in Taiwan’s international tourist hotels: The mediating effect of service quality and trust

Li Min Chuang, Ming Tien Tsai, Ze Xiong Wu, Jung Jeng Shiu

Research output: Contribution to journalArticlepeer-review

3 Citations (Scopus)

Abstract

This study aimed to explore the relationships among customer interaction, service quality, trust, and customer loyalty. Based on 318 data from Taiwan’s international tourist hotel customers, result reveal that: (1) trust has the biggest direct impact on customer loyalty, followed by service quality and customer interaction (2) service quality has a positive impact on customer loyalty and is also an important intervening variable derived from customer interactions that affects customer loyalty (3) trust has a positive impact on customer loyalty and is also an important intervening variable derived from customer interactions that affects customer loyalty.

Original languageEnglish
Pages (from-to)33-45
Number of pages13
JournalInnovative Marketing
Volume8
Issue number2
Publication statusPublished - 2012

All Science Journal Classification (ASJC) codes

  • Economics, Econometrics and Finance (miscellaneous)
  • Marketing
  • Management of Technology and Innovation

Fingerprint

Dive into the research topics of 'The impact of customer interaction on customer loyalty in Taiwan’s international tourist hotels: The mediating effect of service quality and trust'. Together they form a unique fingerprint.

Cite this