Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/64000
Title: The effects of brand relationship quality on responses to service failure of hotel consumers
Authors: Xie, D
Heung, V
Keywords: Brand relationship quality
Service failure
China hotel
Relationship marketing
Issue Date: 2012
Publisher: Pergamon Press
Source: International journal of hospitality management, 2012, v. 31, no. 3, p. 735-744 How to cite?
Journal: International journal of hospitality management 
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.
URI: http://hdl.handle.net/10397/64000
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2011.09.010
Appears in Collections:Journal/Magazine Article

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