Main content

Examining Hotel Loyalty Members’ Satisfaction Based on Involvement, Engagement, and Value Co-Creation Behavior

Show full item record

Title: Examining Hotel Loyalty Members’ Satisfaction Based on Involvement, Engagement, and Value Co-Creation Behavior
Author: Liu, Jiayin
Department: School of Hospitality, Food and Tourism Management
Program: Tourism and Hospitality
Advisor: Jo, WooMi
Abstract: In this study, member satisfaction with hotel loyalty programs is examined, especially involvement, engagement, and value co-creation behavior (VCB). Involvement and engagement should both contribute to VCB of hotel loyalty program members, and loyalty members should be more satisfied with the hotel loyalty program when they are more active in VCB. Company support may moderate the relationship between involvement and VCB and between engagement and VCB. A self-administered online survey was used to collect data from hotel loyalty program members in Canada and the United States. The empirical results show that 1) only engagement contributes to VCB of loyalty members; 2) VCB is positively related to satisfaction, and 3) company support moderates the relationship between engagement and VCB. This study provides both theoretical and practical insights for future research and for hotel industry practitioners.
URI: http://hdl.handle.net/10214/12980
Date: 2018-05
Rights: Attribution-NonCommercial-NoDerivs 2.5 Canada


Files in this item

Files Size Format View
Liu_Jiayin_201805_Msc.pdf 813.7Kb PDF View/Open

This item appears in the following Collection(s)

Show full item record

Attribution-NonCommercial-NoDerivs 2.5 Canada Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivs 2.5 Canada