The effect of customer participation on brand preference: Do hotel brand type and star rating matter?

Abstract

Drawing on value co-creation theory, this study proposes a novel model that incorporates the hotel brand type and star rating into the “customer participation—customer brand engagement—brand preference” model to explore their impacts on the formation of customer brand preferences. Data collected from 330 hotel patrons were analyzed to test the proposed model. The results suggest that customer participation positively affected three dimensions of brand engagement, viz., cognitive engagement, affective engagement, and behavioral engagement, which in turn positively influenced brand preference. Contrary to expectation, hotel brand type and star rating weakened the relationships between affective engagement and brand preference. This study enriches the discussion on the determinants of brand preference and describes its formation path. Implications, as well as future research opportunities, are offered.