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Academic Journal of Business & Management, 2023, 5(9); doi: 10.25236/AJBM.2023.050920.

Research on the influence of fast hotel customer participation on loyalty


Zhang Yanli, Xue He

Corresponding Author:
Zhang Yanli

Krirk University, Bangkok, Thailand


With the rapid development of people's economic level, after the basic living conditions of people are satisfied, more and more people will choose to travel and work, so as to seek the sublimation of their own psychological and spiritual world. In this case, it will naturally produce a series of demands and competitiveness for the hotel industry. How to stand out in all aspects of the service and marketing of the hotel industry will be the problem that the hotel industry should solve in the future. Improving the hotel's customer participation behavior and customer experience, so that the customer becomes a more loyal customer, which is very beneficial to both the hotel and the customers. This paper is based on customer participation behavior, and studies and analyzes the influence of customer participation on customer loyalty. On the basis of consulting and learning some literature and theories, it analyzes and studies the three variables of customer participation behavior, customer loyalty and brand experience. The results show that these three variables are positive interactions, customer participation behavior can have a significant impact on customer loyalty, and brand experience can have a significant mediation effect between the two. Finally, according to the research results of this paper, what enlightenment can bring to the development of fast hotel industry and marketing, summary and suggestions.


customer engagement behavior, customer loyalty, brand experience, fast hotel

Cite This Paper

Zhang Yanli, Xue He. Research on the influence of fast hotel customer participation on loyalty. Academic Journal of Business & Management (2023) Vol. 5, Issue 9: 131-136. https://doi.org/10.25236/AJBM.2023.050920.


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