Advances in Economics, Management and Political Sciences

- The Open Access Proceedings Series for Conferences


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

Series Vol. 27 , 10 November 2023


Open Access | Article

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

Xinyi Wang * 1
1 The Pennsylvania State University

* Author to whom correspondence should be addressed.

Advances in Economics, Management and Political Sciences, Vol. 27, 126-131
Published 10 November 2023. © 2023 The Author(s). Published by EWA Publishing
This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Citation Xinyi Wang. The Impact of Loyalty Programs on Customers' Decision to Choose a Luxury Hotel. AEMPS (2023) Vol. 27: 126-131. DOI: 10.54254/2754-1169/27/20231231.

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

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.

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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Volume Title
Proceedings of the 7th International Conference on Economic Management and Green Development
ISBN (Print)
978-1-83558-075-2
ISBN (Online)
978-1-83558-076-9
Published Date
10 November 2023
Series
Advances in Economics, Management and Political Sciences
ISSN (Print)
2754-1169
ISSN (Online)
2754-1177
DOI
10.54254/2754-1169/27/20231231
Copyright
© 2023 The Author(s)
Open Access
This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited

Copyright © 2023 EWA Publishing. Unless Otherwise Stated