Loyalty In Hospitality Industry

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Engagement had been studied in many fields previously such as sociology, psychology, political science, and organizational behavior (Ilic, 2008). Engagement is referred as the stimulaneous employement and expression of a person’s preferred self in task behaviours that promote connections to work and to others, personal presence such as physical, cognitive and emotion and active full performance. The concept of engagement were later studied as employee engagement by Salanova, Agut and Peiro (2005) and defined employee engagement as positive, fulfilling, work-related state of mind that is characterized by vigor, dedication and absorption. Similarly, Saks (2006) refers employee engagement as the amount of cognitive, emotional and physical resources…show more content…
Loyalty research within tourism and hospitality industry is still an emerging field due to different model, focus and construct been applied in the certain research (McKercher, Denizci-Guillet & Ng, 2012). In this competitive era, consumer loyalty has become a significant component in airline companies’ strategy formation (Forgas, Moliner, Sanchez & Palau, 2010). In addition, Yi and Jeon (2003) suggest consumer loyalty is a necessary prerequisite for the future survival of hotel organizations. Hence, further researches on consumer loyalty in tourism and hospitality industry are essential to maintain the future survival of hotels. Riley et al. (2001) claim that the literature on loyalty demonstrates a problem in its conceptualization have to be resolved by empirical means or operational definitions, depending on the purpose of the study. Due to limited empirical research had done in testing the relationship between consumer involvement and consumer loyalty in tourism and hospitality industry, this research attempt to develop the studies in empirical research to examine the relationship between consumer involvement and consumer loyalty. Table 3 shows the summary of the loyalty studies in the past twenty years. The performed analyses of academic literature allow this research to state the relationship between consumer involvement and consumer engagement with consumer loyalty. However, this relationship requires a more extensive empirical study in order to prove the relationship of those constructs. This section presents a conceptual model illustrating the hypothesis of this study and relations between consumer involvement and consumer engagement with consumer loyalty has been constructed in Figure 1. The structure of the conceptual model is based on the combination of Consumer Engagement Model proposed by Vivek et al. (2012),
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