Journal
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume 37, Issue -, Pages 11-20Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2013.10.007
Keywords
Hotel; Image; Satisfaction; Ambience; Personality; Loyalty
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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. (C) 2013 Elsevier Ltd. All rights reserved.
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