Antecedents of loyalty toward rural hospitality enterprises: The moderating effect of the customer's previous experience

This paper aims to identify the consumer behavior variables and the moderating effect of customers’ previous experience that generate greater customer loyalty toward rural hospitality enterprises. A model is proposed that encompasses the moderating effect of customer experience on the relationships between: the functional and affective perceived value of the firm's offer; the firm's reputation; and customer satisfaction – and the effect of these variables on loyalty-driven behaviors (recommendation and repurchase intentions). The work finds that functional and affective perceived value influence reputation and satisfaction, and that this effect is moderated by the customer's experience. When they have prior experience of the firm, affective perceived value takes precedence over functional perceived value. However, functional perceived value constitutes the most valued element when customers are using the services of the firm for the first time. Reputation and satisfaction are also found to contribute to the generation of better recommendation and repurchase intentions.

► Functional and affective perceived value have a major influence on tourist behavior.
► Functional and affective perceived value influence reputation and satisfaction.
► Functional perceived value is the most valued element for first-time customers.
► Affective perceived value is the most valued element amongst repeat customers.
► Reputation and satisfaction influence loyalty-driven behaviors.