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

研究成果: Article同行評審

2 引文 斯高帕斯(Scopus)

摘要

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.

原文English
頁(從 - 到)33-45
頁數13
期刊Innovative Marketing
8
發行號2
出版狀態Published - 2012

All Science Journal Classification (ASJC) codes

  • 經濟學、計量經濟學和金融學(雜項)
  • 行銷
  • 技術與創新管理

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