An Attribution Approach and the Subsequent Satisfaction, Value, and Loyalty of Service Delivery in Private Residence Clubs

Abstract

This quantitative case study examines attribute-level satisfaction scores of a private residence club. The article examines relationships between overall satisfaction and loyalty, overall satisfaction and value, and value and loyalty. The research context introduces characteristics of affluence and ownership that are not widely researched in general, nor in the hospitality industry. Comparisons of the results of service satisfaction were found to be significant and consistent across various settings including beach, urban, mountain, and golf resorts. A positive relationship between satisfaction and loyalty, satisfaction and value, and value and loyalty existed. However, a stronger relationship between perceived value and loyalty was identified than with satisfaction and value or satisfaction and loyalty. The results of this study address a gap in the research by exploring satisfaction across operational attributes of the private residence club, as well as the relationships between satisfaction, loyalty, and value within an owned luxury-lodging product.