UM  > 工商管理學院  > 綜合度假村及旅遊管理學系
The effect of customer service and place attachment on loyalty to hot
Yi Fu1; Xiaoming Liu1; Jun Li2
2015-06
Conference Name13th APacCHRIE Conference
Source PublicationHandbook of 13th APacCHRIE Conference in conjunction with 14th APF Conference
Pages163
Conference Date10-12 June,2015
Conference PlaceAuckland
CountryNew Zealand
AbstractThis paper aims to explore how the place attachment influence the relationship between customer service quality and loyalty in hot spring resort. The data was collected in 3 hot spring resorts located in north China, southwest China and south China. The proposed “customer service–place attachment–customer loyalty” model was tested with a structural equation modelling (SEM) analysis. The results indicated that the proposed model is supported and place attachment mediates the effect of Customer service on loyalty. Hot spring customer’ loyalty could be predicted by customer service through the place attachment. Place attachment is important to obtain the loyalty in hot spring resort. The industry need to consider the ways to improve the level of place attachment to the hot spring resort.
KeywordChina Customer Service Hot Spring Resort Loyalty Place Attachment Sem
Language英语
Fulltext Access
Document TypeConference paper
CollectionDEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
DEPARTMENT OF ACCOUNTING AND INFORMATION MANAGEMENT
Affiliation1.University of Macau
2.Florida State University
First Author AffilicationUniversity of Macau
Recommended Citation
GB/T 7714
Yi Fu,Xiaoming Liu,Jun Li. The effect of customer service and place attachment on loyalty to hot[C],2015:163.
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