Loyalty
Date
2022
Authors
Williamson, J.
Hassanli, N.
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Book chapter
Citation
Source details - Title: Encyclopedia of Tourism Management and Marketing, 2022, pp.97-99
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Abstract
Loyalty is described as a commitment by a consumer to rebuy or repatronize a product/service, despite situational influences and marketing efforts by competitors (Oliver, 1999). Whilst some tourists are loyal to one destination or brand such as a hotel chain, tourism has distinctive features that may impact on tourist loyalty (McKercher, Denizci-Guillet and Ng, 2012). These include infrequency of purchase and high substitutability of products (Pearce and Kang, 2009). In addition, tourists have an inherent desire to pursue novel experiences (ibid.). To incorporate these features, the tourism marketing literature has identified various factors that predict loyalty as well as the different types of loyalty in tourism, illustrated in the figure. Such knowledge helps tourism managers to develop appropriate marketing strategies.