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Examining the antecedents and effects of hotel corporate reputation on customers’ loyalty and citizenship behavior: an integrated framework

2022Journal article Restricted access
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dc.contributor.authorO’Connor, Peter
dc.contributor.authorAssaker, Guy
dc.date.accessioned2022-07-19T09:21:54Z
dc.date.available2022-07-19T09:21:54Z
dc.date.issued2022
dc.description.abstractThis study combined service quality (SQ), corporate social responsibility (CSR), satisfaction, and trust as antecedents of corporate reputation (CR) to examine how these constructs concurrently influence a hotel's corporate reputation and subsequently customer loyalty and citizenship behavior using data collected in May 2021 on 222 US leisure travelers who stayed at mid- to upscale hotels over the previous two years. Using structural equation modeling (SEM), results revealed that while CSR positively influences a hotel's CR both directly and indirectly (through satisfaction and trust), SQ only exerts an indirect influence (again through satisfaction and trust) on a hotel's CR. Furthermore, CR has a positive influence not only on customer loyalty but also citizenship behavior. These results contribute to our understanding of the antecedents and consequences of hotel corporate reputation (CR), and help further demystify relationships among the tested variables, providing both theoretical and practical implications.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1080/19368623.2022.2034560pt_PT
dc.identifier.eissn1936-8631
dc.identifier.urihttp://hdl.handle.net/10400.1/18027
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherTaylor & Francispt_PT
dc.relationResearch Centre for Tourism, Sustainability and Well-being
dc.subjectCorporate reputationpt_PT
dc.subjectCSRpt_PT
dc.subjectService qualitycustomers' citizenship behaviorpt_PT
dc.subjectPLS-SEMpt_PT
dc.titleExamining the antecedents and effects of hotel corporate reputation on customers’ loyalty and citizenship behavior: an integrated frameworkpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleResearch Centre for Tourism, Sustainability and Well-being
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04020%2F2020/PT
oaire.citation.endPage661pt_PT
oaire.citation.issue5pt_PT
oaire.citation.startPage640pt_PT
oaire.citation.titleJournal of Hospitality Marketing & Managementpt_PT
oaire.citation.volume31pt_PT
oaire.fundingStream6817 - DCRRNI ID
person.familyNameAssaker
person.givenNameGuy
person.identifier.ciencia-id7816-A5D0-D8C8
person.identifier.orcid0000-0002-6328-5379
person.identifier.ridAAB-3593-2020
person.identifier.scopus-author-id36450124600
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsrestrictedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication314154f7-63b0-48f5-b22a-8608e5a95cc4
relation.isAuthorOfPublication.latestForDiscovery314154f7-63b0-48f5-b22a-8608e5a95cc4
relation.isProjectOfPublicationfa579efb-63c0-486e-b05d-859542b73647
relation.isProjectOfPublication.latestForDiscoveryfa579efb-63c0-486e-b05d-859542b73647

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