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The impact of relationship quality on customer citizenship behavior: an SEM, XGBoost and SHAP analysis of Home Inn customers

Year: 2025

Type: conference-paper

Abstract: This study examines the impact of customer relationship quality on customer citizenship behavior with Home Inn’ customers as the research object. Through structural equation modeling (SEM), XGBoost and SHAP value analyses, the study found that customer satisfaction, trust, commitment and perceived value all have a significant positive impact on customer citizenship behavior.XGBoost model and SHAP value analyses further revealed that commitment plays a key role in promoting customer citizenship behavior, with an impact that far outweighs satisfaction, trust and perceived value. The findings suggest that hotels should take enhancing customer commitment as a core strategy to stimulate positive customer behaviors and promote healthy and sustainable customer relationships by providing quality services and implementing member benefits. Future research could explore cross-industry or cross-cultural generalities, use longitudinal data and dynamic models, and integrate actual behavioral data to enhance the objectivity and robustness of the study.

Source: Guangdong-Hong Kong-Macao Greater Bay Area International Conference on Digital Economy and Artificial Intelligence (DEAI)

DOI: 10.1145/3745238.3745496

Author: Ru Dai

Institution: Guangdong University of Science and Technology

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

Funder: Guangdong University of Science and Technology

OpenAlex ID: W4412790019

FWCI:

Cites: 12

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Related to: 10