The role of effective communication and trustworthiness in determining guests’ loyalty

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dc.cclicenceCC-BY-NC-NDen
dc.contributor.authorKharouf, H.en
dc.contributor.authorSekhon, H.en
dc.contributor.authorFazal-e-Hasan, S. M.en
dc.contributor.authorHickman, Ellieen
dc.contributor.authorMortimer, Garyen
dc.date.acceptance2018-08-10en
dc.date.accessioned2018-10-23T15:09:43Z
dc.date.available2018-10-23T15:09:43Z
dc.date.issued2018-08-10
dc.descriptionThe file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.en
dc.description.abstractThis study investigates the role of trustworthiness and effective communication in the development of guests’ loyalty within the hotel sector. We propose and test a conceptual model that differentiates between two types of loyalty: attitudinal and behavioral. As hotels can control and manage how they communicate their desired characteristics to guests, we posit effective communication and a hotel’s trustworthiness as the key concepts in building loyalty. This study reports on the findings of a study based on 322 hotel guests. Data were analyzed using structural equation modeling. The results reveal that implementing effective communication methods leads to a trustworthy image, which in turn has a positive impact on attitudinal and behavioral loyalty. This research provides hotel managers with strategic directions for cultivating guest loyalty.en
dc.funderN/Aen
dc.identifier.citationKharouf, H., Sekhon, H., Fazal-e-Hasan, S. M., Hickman, E., and Mortimer, G. (2018) The role of effective communication and trustworthiness in determining guests’ loyalty. Journal of Hospitality Marketing & Management,en
dc.identifier.doihttps://doi.org/10.1080/19368623.2018.1505574
dc.identifier.issn1936-8623
dc.identifier.urihttp://hdl.handle.net/2086/16810
dc.language.isoenen
dc.peerreviewedYesen
dc.projectidN/Aen
dc.publisherTaylor and Francisen
dc.subjectHotelsen
dc.subjectGuestsen
dc.subjectAttitudinal loyaltyen
dc.subjectBehavioral loyaltyen
dc.subjectTrustworthinessen
dc.subjectCommunicationen
dc.titleThe role of effective communication and trustworthiness in determining guests’ loyaltyen
dc.typeArticleen

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