The Impact of Loyalty Programs on Customers' Decision to Choose a Luxury Hotel

Research Article
Open access

The Impact of Loyalty Programs on Customers' Decision to Choose a Luxury Hotel

Xinyi Wang 1*
  • 1 The Pennsylvania State University    
  • *corresponding author 503314552@qq.com
Published on 10 November 2023 | https://doi.org/10.54254/2754-1169/27/20231231
AEMPS Vol.27
ISSN (Print): 2754-1177
ISSN (Online): 2754-1169
ISBN (Print): 978-1-83558-075-2
ISBN (Online): 978-1-83558-076-9

Abstract

At the highest level of the hospitality industry, the clientele of luxury hotels is different from that of other hotels, and these customers have higher expectations for the services provided by the hotels. In order to retain these customers, many hotels use and continuously improve the loyalty program to help maintain their customer relationships. Through qualitative analysis, this paper will examine the impact of the loyalty program on consumer behavior at luxury hotels through qualitative analysis.

Keywords:

loyalty program, hospitality industry, luxury hotel, customer behavior

Wang,X. (2023). The Impact of Loyalty Programs on Customers' Decision to Choose a Luxury Hotel. Advances in Economics, Management and Political Sciences,27,126-131.
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References

[1]. Guide by Luxury Hotel, 2022 (June 27), Luxury Hotel Industry Statistics | Luxury Hotel Market Share + More, LUXURYHOTEL, https://luxuryhotel.com/guides/luxury-hotel-statistics/.

[2]. Chris, A., The 5 Service Dimensions All Customers Care About, Service Perforemance, https://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/.

[3]. Jisana, T. K. (2014). Consumer behaviour models: an overview. Sai Om Journal of Commerce & Management, 1(5), 34-43. Mahliza, F. (2020). Consumer trust in online purchase decision. EPRA International Journal of Multidisciplinary Research (IJMR), 6(2), 142-149.

[4]. Ertemel, A. V., & Ammoura, A. (2016). The role of social media advertising in consumer buying behavior. International Journal of Commerce and Finance, 2(1), 81-89.

[5]. Ali, B. J., & Anwar, G. (2021). Marketing Strategy: Pricing strategies and its influence on consumer purchasing decision. Ali, BJ, & Anwar, G.(2021). Marketing Strategy: Pricing strategies and its influence on consumer purchasing decision. International journal of Rural Development, Environment and Health Research, 5(2), 26-39.

[6]. Panda, T. K., & Das, S. (2014). The role of tangibility in service quality and its impact on external customer satisfaction: A comparative study of hospital and hospitality sectors. IUP Journal of Marketing Management, 13(4).

[7]. Wieseke, J., Geigenmüller, A., & Kraus, F. (2012). On the role of empathy in customer-employee interactions. Journal of service research, 15(3), 316-331.

[8]. Håkansson, J., & Montgomery, H. (2003). Empathy as an interpersonal phenomenon. Journal of Social and Personal Relationships, 20(3), 267-284.

Cite this article

Wang,X. (2023). The Impact of Loyalty Programs on Customers' Decision to Choose a Luxury Hotel. Advances in Economics, Management and Political Sciences,27,126-131.

Data availability

The datasets used and/or analyzed during the current study will be available from the authors upon reasonable request.

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About volume

Volume title: Proceedings of the 7th International Conference on Economic Management and Green Development

ISBN：978-1-83558-075-2(Print) / 978-1-83558-076-9(Online)
Editor：Canh Thien Dang
Conference website: https://www.icemgd.org/
Conference date: 6 August 2023
Series: Advances in Economics, Management and Political Sciences
Volume number: Vol.27
ISSN：2754-1169(Print) / 2754-1177(Online)

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References

[1]. Guide by Luxury Hotel, 2022 (June 27), Luxury Hotel Industry Statistics | Luxury Hotel Market Share + More, LUXURYHOTEL, https://luxuryhotel.com/guides/luxury-hotel-statistics/.

[2]. Chris, A., The 5 Service Dimensions All Customers Care About, Service Perforemance, https://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/.

[3]. Jisana, T. K. (2014). Consumer behaviour models: an overview. Sai Om Journal of Commerce & Management, 1(5), 34-43. Mahliza, F. (2020). Consumer trust in online purchase decision. EPRA International Journal of Multidisciplinary Research (IJMR), 6(2), 142-149.

[4]. Ertemel, A. V., & Ammoura, A. (2016). The role of social media advertising in consumer buying behavior. International Journal of Commerce and Finance, 2(1), 81-89.

[5]. Ali, B. J., & Anwar, G. (2021). Marketing Strategy: Pricing strategies and its influence on consumer purchasing decision. Ali, BJ, & Anwar, G.(2021). Marketing Strategy: Pricing strategies and its influence on consumer purchasing decision. International journal of Rural Development, Environment and Health Research, 5(2), 26-39.

[6]. Panda, T. K., & Das, S. (2014). The role of tangibility in service quality and its impact on external customer satisfaction: A comparative study of hospital and hospitality sectors. IUP Journal of Marketing Management, 13(4).

[7]. Wieseke, J., Geigenmüller, A., & Kraus, F. (2012). On the role of empathy in customer-employee interactions. Journal of service research, 15(3), 316-331.

[8]. Håkansson, J., & Montgomery, H. (2003). Empathy as an interpersonal phenomenon. Journal of Social and Personal Relationships, 20(3), 267-284.

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