Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings

2.50
Hdl Handle:
http://hdl.handle.net/10547/332981
Title:
Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings
Authors:
Ramanathan, Usha; Ramanathan, Ramakrishnan ( 0000-0002-8861-2209 )
Abstract:
Purpose – In this paper, the authors aim to examine the impact of resource capabilities on customer loyalty of UK hotels. Understanding this impact will help organisations to improve customer satisfaction in order to obtain improved customer loyalty. Design/methodology/approach – The authors use a relatively innovative data source, namely online ratings. They measure resource capabilities of a firm using customer ratings in terms of various operational criteria. Similarly, customer loyalty is measured using guests' ratings on their intention to use the same service (stay again in the same hotel) and their intention to recommend the service to friends. The authors employ structural equation modelling to test research hypotheses. Findings – The authors' results indicate that there is a significant positive influence of resource capabilities on customer loyalty. They further find that the significant influence of resource capabilities on customer loyalty does not differ across hotels with various star ratings. Research limitations/implications – The authors looked at the online guest ratings available on a particular website, but it is only one of the many websites offering online hotel reservations, and not all customers that made hotel reservations using this e‐booking facility would be inclined to leave feedback after their stay in the hotel. This limitation can be partially overcome by pooling similar data from a number of online hotel booking sites. Practical implications – The most important managerial implication is that good resource capabilities of firms translate well into customer loyalty. Thus, managers should ensure good performance in terms of various hotel attributes – cleanliness, quality of room, facilities, and customer service – and also ensure that customers perceive good value for their money while staying in the hotel. Originality/value – The authors applied structural modelling framework to verify the resource capability – performance link in the context of hotels. They used a relatively novel data source – online guest ratings of hotels – to understand the relationships between resource capabilities and customer loyalty.
Affiliation:
University of Bedfordshire
Citation:
Ramanathan, U., Ramanathan, R. (2013) 'Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings' Journal of Services Marketing 27 (5):404-415
Publisher:
Emerald
Journal:
Journal of Services Marketing
Issue Date:
2013
URI:
http://hdl.handle.net/10547/332981
DOI:
10.1108/JSM-12-2011-0186
Additional Links:
http://www.emeraldinsight.com/10.1108/JSM-12-2011-0186
Type:
Article
Language:
en
ISSN:
0887-6045
Appears in Collections:
Business and Information Systems Research Centre (BISC)

Full metadata record

DC FieldValue Language
dc.contributor.authorRamanathan, Ushaen
dc.contributor.authorRamanathan, Ramakrishnanen
dc.date.accessioned2014-10-21T10:30:42Z-
dc.date.available2014-10-21T10:30:42Z-
dc.date.issued2013-
dc.identifier.citationRamanathan, U., Ramanathan, R. (2013) 'Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings' Journal of Services Marketing 27 (5):404-415en
dc.identifier.issn0887-6045-
dc.identifier.doi10.1108/JSM-12-2011-0186-
dc.identifier.urihttp://hdl.handle.net/10547/332981-
dc.description.abstractPurpose – In this paper, the authors aim to examine the impact of resource capabilities on customer loyalty of UK hotels. Understanding this impact will help organisations to improve customer satisfaction in order to obtain improved customer loyalty. Design/methodology/approach – The authors use a relatively innovative data source, namely online ratings. They measure resource capabilities of a firm using customer ratings in terms of various operational criteria. Similarly, customer loyalty is measured using guests' ratings on their intention to use the same service (stay again in the same hotel) and their intention to recommend the service to friends. The authors employ structural equation modelling to test research hypotheses. Findings – The authors' results indicate that there is a significant positive influence of resource capabilities on customer loyalty. They further find that the significant influence of resource capabilities on customer loyalty does not differ across hotels with various star ratings. Research limitations/implications – The authors looked at the online guest ratings available on a particular website, but it is only one of the many websites offering online hotel reservations, and not all customers that made hotel reservations using this e‐booking facility would be inclined to leave feedback after their stay in the hotel. This limitation can be partially overcome by pooling similar data from a number of online hotel booking sites. Practical implications – The most important managerial implication is that good resource capabilities of firms translate well into customer loyalty. Thus, managers should ensure good performance in terms of various hotel attributes – cleanliness, quality of room, facilities, and customer service – and also ensure that customers perceive good value for their money while staying in the hotel. Originality/value – The authors applied structural modelling framework to verify the resource capability – performance link in the context of hotels. They used a relatively novel data source – online guest ratings of hotels – to understand the relationships between resource capabilities and customer loyalty.en
dc.language.isoenen
dc.publisherEmeralden
dc.relation.urlhttp://www.emeraldinsight.com/10.1108/JSM-12-2011-0186en
dc.rightsArchived with thanks to Journal of Services Marketingen
dc.subjectresource capabilitiesen
dc.subjectcustomer loyaltyen
dc.subjecthotelsen
dc.subjectonline guest ratingsen
dc.titleInvestigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratingsen
dc.typeArticleen
dc.contributor.departmentUniversity of Bedfordshireen
dc.identifier.journalJournal of Services Marketingen
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