The power of e-commerce: Does e-commerce enhance the impact of loyalty programs on hotel operating performance?

Nan Hua*, Stephen Hight, Wei Wei, Ahmet Bulent Ozturk, Xinyuan (Roy) Zhao, Khaldoon Nusair, Agnes DeFranco

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

19 Citations (Scopus)


Purpose: This paper aims to offer empirical insights on how investing in e-commerce capabilities affects the relationship between loyalty programs and hotel operating performance so as to aid in identifying proper resource allocation strategies. Design/methodology/approach: This study extended the model in Hua et al. (2015) by testing the interaction of e-commerce and loyalty programs. Findings: The findings illustrate that proper allocation of company financial resources to e-commerce initiatives can help improve the impact of loyalty programs on hotel operating performance. Practical implications: The results of this study illustrate that hotel performance can be improved by the synergy between loyalty program and e-commerce initiatives. Thus, hotel managers and owners can use results from this study to improve the efficiency of their asset allocation strategies, with five practical implications offered. Originality/value: Theoretically, this study adapted and extended an integrative model of hotel operating performance (Hua et al., 2015) by identifying critical factors that elucidate the variance in firm performance. In addition, the moderating role of e-commerce provides a new conceptualization of information technology. Practically, this study makes several important contributions as well.

Original languageEnglish
Pages (from-to)1906-1923
Number of pages18
JournalInternational Journal of Contemporary Hospitality Management
Issue number4
Publication statusPublished - Apr 8 2019


  • E-commerce
  • Hotels
  • Information technology
  • Loyalty program
  • Operating performance

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management


Dive into the research topics of 'The power of e-commerce: Does e-commerce enhance the impact of loyalty programs on hotel operating performance?'. Together they form a unique fingerprint.

Cite this