The Influence of Guest Perceptions of Service Fairness on Lodging Loyalty in China

Material TypeArticleLanguageEnglish
TitleThe Influence of Guest Perceptions of Service Fairness on Lodging Loyalty in China Author(S)Robert J. Kwortnik (Author)
Abstract  This research is motivated by an important but largely unexamined question: how do guest perceptions of service fairness influence loyalty in a lodging context? To address this question, this study presents a conceptual model of service fairness and loyalty and tests that model using data collected from 601 customers of six hotels in China. Results support a multidimensional view of service fairness that comprises three dimensions. ...Paginationp 321-332
SubjectHome economicsDescriptorsHospitality industry
Journal TitleCornell Hospitality Quarterly  
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