Title: Analysis of attributes creating customer value and loyalty in hospitality industry

Authors: Gabriela Robles, Adolfo Leyva

Addresses: Instituto Tecnologico y de Estudios Superiores de Monterrey, Puebla, Mexico. ' Instituto Tecnologico y de Estudios Superiores de Monterrey, Puebla, Mexico

Abstract: This study aims at examining the consumer attributes that play significant role towards decision making in choosing a hotel chain, as well as identifying the main attributes that build brand loyalty. The analysis of data is based on a survey conducted among potential hospitality customers to identify the critical factors involved in deriving the preference for a hotel, and developing loyalty in reference to informal information networks (word of mouth).

Keywords: customer value; value creation; customer loyalty; brand equity; worth of mouth; WoM; customer satisfaction; hotel experience; hospitality industry; consumer attributes; hotel chains; hotel selection; hotels.

DOI: 10.1504/IJLTM.2011.038884

International Journal of Leisure and Tourism Marketing, 2011 Vol.2 No.2, pp.111 - 123

Available online: 05 Mar 2011 *

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