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An Integrated Framework to Understand How Consumer-Perceived Ethicality Influences Consumer Hotel Brand Loyalty

Author

Listed:
  • Mobin Fatma

    (University of Petroleum and Energy Studies, Dehradun 248007, India)

  • Zillur Rahman

    (Department of Management Studies, Indian Institute of Technology, Roorkee 247667, India)

Abstract

This study aims to examine the influence of consumer-perceived ethicality of a hotel brand on customer brand loyalty through the customer identification with the brand, considering the mediating role of affective commitment and trust. The findings suggest that when consumers have an ethical perception of a company’s behavior, they tend to be more identified with the hotel brand, which results in favorable judgment of the hotel brand in terms of developing affective attachment to the brand (affective commitment) and willingness to rely on that brand (brand trust). This positive evaluation of a hotel brand results in determining the customer long-term relationship with the brand (brand loyalty). This study aims to contribute to the underresearched area of business ethics and hotel brands by examining the relational perspective of brand loyalty, and characterizes the relationship between consumer-perceived ethicality and brand loyalty through customers’ brand identity, brand trust, and affective commitment.

Suggested Citation

  • Mobin Fatma & Zillur Rahman, 2017. "An Integrated Framework to Understand How Consumer-Perceived Ethicality Influences Consumer Hotel Brand Loyalty," Service Science, INFORMS, vol. 9(2), pages 136-146, June.
    • Handle: RePEc:inm:orserv:v:9:y:2017:i:2:p:136-146
    DOI: 10.1287/serv.2016.0166
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    Cited by:

    1. Maria Figueroa-Armijos & Brent B. Clark & Serge P. da Motta Veiga, 2023. "Ethical Perceptions of AI in Hiring and Organizational Trust: The Role of Performance Expectancy and Social Influence," Journal of Business Ethics, Springer, vol. 186(1), pages 179-197, August.
    2. Mobin Fatma & Imran Khan, 2024. "Brand authenticity and consumers’ willingness to pay a premium price (WPP): The mediating role of brand identification," Journal of Brand Management, Palgrave Macmillan, vol. 31(5), pages 469-481, September.
    3. Muhammad Usman Shah & Muhammad Farooq Jan, 2021. "Connecting Corporate Social Responsibility (CSR) to Customer Loyalty: A Mediation Analysis in Hoteling Industry of Pakistan," SAGE Open, , vol. 11(4), pages 21582440211, December.
    4. Ittefaq, Huma & Akhtar, Naeem & Siddiqi, Umar Iqbal & Islam, Tahir & Kuzior, Aleksandra, 2024. "The betrayal puzzle: Unraveling the connection between inauthenticity, corporate wrongdoing and brand betrayal with avoidance and reparation," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).

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