How does food and beverage service affect hotel guest loyalty?
• Restaurants. The results showed that for some segments (e.g., economy) simply providing a restaurant (and not necessarily a good restaurant) can positively affect hotel loyalty. For these guests having an exceptional restaurant had no additional positive impact on hotel loyalty. For other segments (e.g., Midscale, Extended Stay) hotel guest loyalty was affected with a quality restaurant that exceeded customers’ expectations. • Room Service. For economy and extended stay guests offering room service is important. These guests, however, did not value exceptional room service with increased loyalty. Conversely, a high quality in-room dining experience does influence the loyalty behavior of guests staying at Midscale and Upscale Casino. • Bars. The importance of the bar is more significant for Luxury and Upscale Casinos than for the other industry segments. However, a better-quality hotel bar does affect the loyalty behavior of Midscale and Extended Stay guests. MMHI Top-Hospitality Rank
