Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1009913 | International Journal of Hospitality Management | 2012 | 10 Pages |
Abstract
This article examines the applicability of Fournier's (1998) Brand Relationship Quality (BRQ) framework in the hotel industry, and also investigates the effects of BRQ on hotel consumers’ behavioral intentions, after service failures in high-class hotels. The empirical results show that BRQ is applicable to the hotel industry and has a moderating effect on consumers’ post-failure emotions, particularly in terms of influencing future behavioral intentions. However, this finding is not applicable when the service failures are severe.
Related Topics
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Authors
Danhong Xie, Vincent C.S. Heung,