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Keywords:

  • switching resistance loyalty;
  • international tourist hotel brand;
  • brand love;
  • overall customer satisfaction

ABSTRACT

Switching resistance loyalty manifests in persistent stickiness to the incumbent brand as the sole choice in the presence of other attractive alternatives. Empirically, it is the crucial determinant of retaining customers for long duration. However, specific drivers of such loyalty in the hospitality and tourism brand categories are still unclear. The current study, integrating the brand love and customer satisfaction paradigms, addresses this issue with a focus on international tourist hotel brands. Brand love proves to be a powerful driver of switching resistance loyalty toward the hotel brand. Noteworthy, overall customer satisfaction serves to reinforce the loyalty-driving effect of brand love. Copyright © 2013 John Wiley & Sons, Ltd.