How the company interrelated factors increase business with existing customers with customer hotel experience as a moderator variable: Empirical study in the hotels

Alshurideh, M.; Tariq, E.; Kurdi, B.; Al-Ahmed, H.; Al-Sulaiti, K.; Alzoubi, H.; Alzboun, N.; Ahmed, G.; Allozi, Y.; Alshaketheep, K.

Growing Science » Uncertain Supply Chain Management » How the company interrelated factors increase business with existing customers with customer hotel experience as a moderator variable: Empirical study in the hotels

Journals

USCM Volumes

Volume 1 (22)
- Issue 1 (4)
- Issue 2 (6)
- Issue 3 (6)
- Issue 4 (6)

Volume 2 (32)
- Issue 1 (7)
- Issue 2 (5)
- Issue 3 (10)
- Issue 4 (10)

Volume 3 (39)
- Issue 1 (9)
- Issue 2 (13)
- Issue 3 (10)
- Issue 4 (7)

Volume 4 (31)
- Issue 1 (10)
- Issue 2 (6)
- Issue 3 (6)
- Issue 4 (9)

Volume 5 (26)
- Issue 1 (6)
- Issue 2 (6)
- Issue 3 (8)
- Issue 4 (6)

Volume 6 (25)
- Issue 1 (7)
- Issue 2 (6)
- Issue 3 (6)
- Issue 4 (6)

Volume 7 (57)
- Issue 1 (8)
- Issue 2 (19)
- Issue 3 (14)
- Issue 4 (16)

Volume 8 (82)
- Issue 1 (20)
- Issue 2 (15)
- Issue 3 (17)
- Issue 4 (30)

Volume 9 (117)
- Issue 1 (25)
- Issue 2 (26)
- Issue 3 (32)
- Issue 4 (34)

Volume 10 (150)
- Issue 1 (28)
- Issue 2 (32)
- Issue 3 (44)
- Issue 4 (46)

Volume 11 (190)
- Issue 1 (42)
- Issue 2 (45)
- Issue 3 (50)
- Issue 4 (53)

Volume 12 (244)
- Issue 1 (55)
- Issue 2 (59)
- Issue 3 (63)
- Issue 4 (67)

Volume 13 (62)
- Issue 1 (15)
- Issue 2 (15)
- Issue 3 (15)
- Issue 4 (17)

Volume 14 (15)
- Issue 1 (5)
- Issue 2 (5)
- Issue 3 (5)

Keywords

Authors

Countries

Uncertain Supply Chain Management

ISSN 2291-6830 (Online) - ISSN 2291-6822 (Print) Quarterly Publication Volume 13 Issue 3 pp. 447-454 , 2025

How the company interrelated factors increase business with existing customers with customer hotel experience as a moderator variable: Empirical study in the hotels Pages 447-454 Download PDF

Authors: Muhammad Alshurideh, Emad Tariq, Barween Al Kurdi, Hind Al-Ahmed, Khalid Al-Sulaiti, Haitham M. Alzoubi, Nidal Alzboun, Gouher Ahmed, Yaser Allozi, Khaled Alshaketheep

DOI: 10.5267/j.uscm.2024.9.005

Keywords: Employee’s competencies, Increase business with existing customers, Improve service quality, Reengineering business process, Enhance customer relationship management, Customer hotel experience, Tourism sector, Hotels

Abstract: The study aimed to clarify the most important interconnected factors in the tourism sector “especially in hotels” that contribute to enhancing the interaction of current customers of hotels operating in tourism sector in light of the presence of the customer’s hotel experience as a moderator variable, through an empirical study on hotels, based on an analysis of the opinions of a sample of hotels customers in this sector. The study has been done depending on a questionnaire designed for this purpose and the study employs SmartPLS to analyze the data collected. The study found that the variables: employee efficiency, improving service quality, re-engineering business processes, and enhancing customer relationship management affect the business output generated by current customers of hotels, but the impact of these factors varies on the customers repurchase intention. The factor (Employee’s competencies- EC) has the greatest degree of correlation with an impact coefficient of (-0.227), while the lowest degree of correlation is for the factor (Reengineering business process- RBP) with an impact coefficient of (-0.034). By adopting the variable (CSE) as a moderator variable, the relationships between the independent factors and the dependent factor showed a significant change from the inverse relationship to the direct relationship. The study also showed, through the coefficient of determination (16.1%), that the selected independent factors can be developed either by expanding the sample or by selecting other simple factors or a composite of more than one factor. The moderator variable showed a negative effect on the relationship between the dependent factor (CR) and both factors (ERM and ISQ), while its effect was positive on the relationship between the dependent factor and the other independent factors (RBP and EC).

How to cite this paper

 Alshurideh, M., Tariq, E., Kurdi, B., Al-Ahmed, H., Al-Sulaiti, K., Alzoubi, H., Alzboun, N., Ahmed, G., Allozi, Y & Alshaketheep, K. (2025). How the company interrelated factors increase business with existing customers with customer hotel experience as a moderator variable: Empirical study in the hotels.Uncertain Supply Chain Management, 13(3), 447-454.

Refrences

Ābeltiņa, A., & Rizhamadze, K. (2021). The Complexity of Relationships within Business and the Importance of Common Ground. SHS Web of Conferences, 90, 01001, 1-6. Al-Refaei, A. A. A. H., Ali, H. M., Aldaba, A. M., & Zumrah, A. R. (2024). Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment. International Journal of Quality and Service Sciences, 16(1), 1-18.‏ Bratianu, C., Stănescu, D. F., & Mocanu, R. (2023). The mediating role of customer knowledge management on the innovative work behavior and product innovation relationship. Kybernetes, 52(11), 5353-5384.‏ Deb, S. K., Nafi, S. M., & Valeri, M. (2024). Promoting tourism business through digital marketing in the new normal era: a sustainable approach. European Journal of Innovation Management, 27(3), 775-799.‏ Fang, S., Han, X., & Chen, S. (2024). Hotel guest-robot interaction experience: a scale development and validation. Journal of Hospitality and Tourism Management, 58, 1-10.‏ Ferrer-Estévez, M., & Chalmeta, R. (2023). Sustainable customer relationship management. Marketing Intelligence & Planning, 41(2), 244-262.‏ Gafar, M. H. A., Ali, N. A. M., & Abdullah, F. N. (2017). Determinants of customer experience creation in retail industry. International Journal of Business, Economics and Law, 13(2), 11-18.‏ Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Soto-Acosta, P. (2024). Customer relationship management and its impact on entrepreneurial marketing: A literature review. International Entrepreneurship and Management Journal, 20(2), 507-547.‏ Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. Herath, H., Cooray, N., Perera, H. (2016). Determinants of Customer Satisfaction level in Tourist Hotel Industry. International research journal of management & Humanities, 3(1), 332-340. Hoang, T. G., Van Nguyen, A. T., Ngo, V. M., & Nguyen, H. H. (2024). Current obstacles, contemporary practices, and potential solutions for recovery in Vietnam tourism after the COVID-19 pandemic: Tour operators’ perspectives. Tourism and Hospitality Research, 24(3), 363-379.‏ Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21–56. Kara, A., Lonial, S., Tarim, M., & Zaim, S. (2005). A paradox of service quality in Turkey: The seemingly contradictory relative importance of tangible and intangible determinants of service quality. European Business Review, 17(1), 5-20.‏ Khadka, K., & Maharjan, S. (2017). Customer satisfaction and customer loyalty. Centria University of Applied Sciences Pietarsaari, 1(10), 58-64.‏ Klink, R. R., Zhang, J. Q., & Athaide, G. A. (2021). Measuring customer experience management and its impact on financial performance. European Journal of Marketing, 55(3), 840-867.‏ Liu, P., Zeng, Z., Wang, H., Zhang, H., Zhang, J., & Liu, Z. (2024). Crisis-resistant tourism markets in the pandemic recovery: Evidence from the Confucius Temple Scenic Area. Tourism Management Perspectives, 51, 101221. MHultt, G. T. (2021). Classroom Companion: Business Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R AAWorkbook. Jerman: Springer. Mitsis, P. (2024). Selecting independent variables in the hedonic analysis of hotel rooms. Journal of Vacation Marketing, 30(3), 535-552.‏ Mohd-Ramly, S., & Omar, N. A. (2017). Exploring the influence of store attributes on customer experience and customer engagement. International Journal of Retail and Distribution Management, 45(11), 1138–1158. Oktadiana, H., & Kurnia, A. (2011). How customers choose hotels. Binus Business Review, 2(1), 510-517.‏ Papaioannou, A., Koronios, K., Ntasis, L., Yfantidou, G., Balaska, P., & Spyridopoulou, E. (2024). Total Quality Management in Sport Tourism and the Hospitality Industry: The Case of Greek Luxury Resorts with Sport and Recreation Facilities and Services. Sustainability, 16(5), 1-17.‏ Park, H., Lee, M., Back, K. J., & DeFranco, A. (2024). Is hotel technology a double-edged sword on customer experience? A mixed-method approach using big data. Journal of Hospitality & Tourism Research, 48(5), 881-894.‏ Purkayastha, M., & Sen Mazumdar, C. (2024). Citation: Malabika Purkayastha, (2023) Role of Customer Operant Social Resource In Customer Firm Resource Integration. An Exploratory Study In Online Grocery. Theory And Practice, 29(4), 842–854. Qing, W., Safeer, A. A., & Khan, M. S. (2024). Influence of social media communication on consumer purchase decisions: do luxury hotels value perceived brand authenticity, prestige, and familiarity?. Journal of Hospitality and Tourism Technology, 15(3), 465-478.‏ Rane, N. L., Achari, A., & Choudhary, S. P. (2023). Enhancing customer loyalty through quality of service: Effective strategies to improve customer satisfaction, experience, relationship, and engagement. International Research Journal of Modernization in Engineering Technology and Science, 5(5), 427-452.‏ Rönkkö, M., & Cho, E. (2022). An Updated Guideline for Assessing Discriminant Validity. Organizational Research Methods, 25(1), 6–14. Sadik, A. (2020). Factors affecting customer satisfaction in the hospitality industry: The case study of the tamale metropolis. European Journal of Hospitality and Tourism Research, 9(1), 1-11.‏ Seyam, M. (2021). The effect of changing customer expectations on the banking sector during the COVID-19 pandemic. Master’s Thesis, Nicosia, 1-106. Sreejesh, S. (2024). Integrated banking channel service quality (IBCSQ): Role of IBCSQ for building consumers' relationship quality and brand equity. Journal of Retailing and Consumer Services, 76, 1-13.‏ Urdea, A.-M., & Constantin, C. P. (2021). Exploring the impact of customer experience on customer loyalty in e-commerce. Proceedings of the International Conference on Business Excellence, 15(1), 672–682. Van Huy, L., & Thai Thinh, N. H. (2024). Ranking the hotel website service quality according to customer’s perception: A case study of 4-star hotel. Journal of Quality Assurance in Hospitality & Tourism, 25(1), 37-56.‏ Wang, P. Q. (2024). Personalizing guest experience with generative AI in the hotel industry: there's more to it than meets a Kiwi’s eye. Current Issues in Tourism, 1-18.‏ Wetzels, R. W., & Wetzels, M. (2023). There is a secret to success: Linking customer experience management practices to profitability. Journal of Retailing and Consumer Services, 73, 1-10. Whalen, E. A., Bowen, J. T., & Baloglu, S. (2024). Comparison of generational loyalty models and loyalty programs for Millennial, Generation X, and Baby Boomer hotel customers. Journal of Hospitality and Tourism Insights, 7(4), 2328-2346.‏ Yu, C., Liang, L. J., & Choi, H. C. (2024). Examining Customer Value Cocreation Behavior in Boutique Hotels: Hospitableness, Perceived Value, Satisfaction, and Citizenship Behavior. Tourism Analysis, 29(2), 221-237.‏ Zhang, H. J., Fang, C. Y., & Lin, P. M. C. (2024). AR Service Quality and Adoption Intention in Museums: The Mediating Role of Perceived Value and the Moderating Effect of Intracultural Differences. Journal of Quality Assurance in Hospitality & Tourism, 1-30.‏ Zhang, X., Yu, J., & Kim, H. S. (2024). Exploring customers experience and satisfaction with theme hotels: A cross-cultural analysis of hotel reviews. SAGE Open, 14(2), 1-16.‏