Abstract
ABSTRACT The present study investigates the mediating role of corporate image and customer satisfaction between sustainability and loyalty. This study also examines the link between customer loyalty and word of mouth. A total of 210 guests from four- and five-star hotels in Bangladesh participated in the questionnaire survey. Economic, social, and environmental sustainability positively impact company image, customer satisfaction, and customer loyalty. Customer loyalty has a positive association with word of mouth. Corporate image partially mediates the relationship between the three aspects of sustainability and customer loyalty, while customer satisfaction only mediates the relationship between social sustainability and customer loyalty. The study’s findings contribute to the literature on corporate sustainability, corporate image, customer satisfaction, customer loyalty, and word of mouth by investigating the mediating effect of corporate image and customer satisfaction between hotel sustainability and customer loyalty relation.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Journal of Quality Assurance in Hospitality & Tourism
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
