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Awareness Completes Brand Loyalty: Reality of Zimbabwe Tourism Destination

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  • Farai Chigora
  • Promise Zvavahera

Abstract

The study investigated the supremacy of raising tourism destination awareness in improving brand loyalty. This was based on the fact that Zimbabwe as a tourism destination has received global awareness through various campaigns but still failing to improve its tourism destination brand loyalty. Therefore the study applied both a positivists and interpretivist¡¯s paradigm using quantitative and qualitative research designs respectively. Sequentially the research design started with a qualitative approach whereby senior managers in the tourism industry were interviewed and agreed that the most common sources of brand loyalty are brand awareness, brand image and perceived brand quality. These variables were then investigated on their relationship to brand loyalty using survey questionnaires that were distributed to the three main sectors of the tourism industry namely accommodation, travel and resorts. The results of the study showed that brand image is the most dominant variable which needs to be uplifted in order to improve Zimbabwe tourism destination¡¯s brand loyalty. This is then followed by brand awareness and perceived brand quality. It is when there is an acceptable image of the Zimbabwe¡¯s tourism brand that positive brand awareness will be created and perceived quality will be enhanced in moment of truth experiences. The study recommended an intensive media campaign to change the current negative perception on Zimbabwe as a tourism destination and sponsored familarisation tours. Also the study recommended an effective evaluation of the tourism products and services in order to see if they are of required quality and an intensive stakeholder involvement in brand formulation.

Suggested Citation

  • Farai Chigora & Promise Zvavahera, 2015. "Awareness Completes Brand Loyalty: Reality of Zimbabwe Tourism Destination," Business and Management Horizons, Macrothink Institute, vol. 3(2), pages 60-69, December.
    • Handle: RePEc:mth:bmh888:v:3:y:2015:i:2:p:60-69
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    References listed on IDEAS

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    1. Gordon Liu & Catherine Liston-Heyes & Wai-Wai Ko, 2010. "Employee Participation in Cause-Related Marketing Strategies: A Study of Management Perceptions from British Consumer Service Industries," Journal of Business Ethics, Springer, vol. 92(2), pages 195-210, March.
    2. Homburg, Christian & Klarmann, Martin & Schmitt, Jens, 2010. "Brand awareness in business markets: When is it related to firm performance?," International Journal of Research in Marketing, Elsevier, vol. 27(3), pages 201-212.
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    Cited by:

    1. Anish Yousaf & Insha Amin & Anil Gupta, 2017. "Conceptualising tourist based brand-equity pyramid: an application of Keller brand pyramid model to destinations," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 23(1), pages 119-137, May.
    2. Anish Yousaf & Insha Amin, 2017. "Can customer based brand equity help destinations to stay in race? An empirical study of Kashmir valley," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 23(2), pages 251-266, November.

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