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Publication Details
AFRICAN RESEARCH NEXUS
SHINING A SPOTLIGHT ON AFRICAN RESEARCH
business, management and accounting
Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry
International Journal of Hospitality Management, Volume 37, Year 2014
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Description
This article appraises a theoretical model that relates personality, satisfaction, loyalty, ambience, and image in a hotel setting. The results of the structural equation modeling indicated that extraversion, agreeableness, and neuroticism among the Big Five Personality Factors significantly affect satisfaction. Satisfaction had a significant impact on hotel image and guests' loyalty. Compared to satisfaction, hotel image had a lesser impact on loyalty as well as being a mediator for the impact of satisfaction on loyalty. The moderating role of hotel ambience in the proposed theoretical framework was also identified. The results offer hoteliers potential strategies/tactics for loyalty enhancement. © 2013 Elsevier Ltd.
Authors & Co-Authors
Jani, Dev D.
Tanzania, Dar es Salaam
University of Dar es Salaam
Han, Heesup
South Korea, Seoul
Sejong University
Statistics
Citations: 276
Authors: 2
Affiliations: 2
Identifiers
Doi:
10.1016/j.ijhm.2013.10.007
ISSN:
02784319
Research Areas
Health System And Policy