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Guests' perceptions on factors influencing customer loyalty

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References

1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
2005Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour1,354 cited
1999Service quality, customer satisfaction, and customer value: A holistic perspective1,086 cited
2009Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants705 cited
2000An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers658 cited
1998On the relationship between perceived service quality, service loyalty and switching costs563 cited
2005Customer intention to return online: price perception, attribute‐level performance, and satisfaction unfolding over time458 cited
2008An extended model of the antecedents and consequences of consumer satisfaction for hospitality services395 cited
2003Promoting service quality in tourist hotels: the role of HRM practices and service behavior370 cited
2000A Structural Analysis of Value, Quality, and Price Perceptions of Business and Leisure Travelers366 cited
2006Towards an understanding of total service quality in hotels357 cited
2009Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers

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356 cited

1988Key Factors in Guest Satisfaction314 cited

2007Customer value in the hotel industry: What managers believe they deliver and what customer experience280 cited

2010Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study251 cited

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2018A systematic review of consumer satisfaction studies in hospitality journals: conceptual development, research approaches and future prospects107 cited
2017Predicting determinants of hotel success and development using Structural Equation Modelling (SEM)-ANFIS method98 cited
2014How do international tourists perceive hotel quality?98 cited
2015“LuXurY” hotel loyalty – a comparison of Chinese Gen X and Y tourists to Macau92 cited
2014Do ethical and sustainable practices matter?88 cited
2012Restaurant location in Hamilton, New Zealand: clustering patterns from 1996 to 200887 cited
2014The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty84 cited
2018The role of trip purpose and hotel star rating on guests’ satisfaction and WOM80 cited
2013Hotel loyalty programs: how valuable is valuable enough?79 cited
2019Evolving customer expectations of hospitality services: Differences in attribute effects on satisfaction and Re-Patronage74 cited
2013Evaluating Loyalty Constructs Among Hotel Reward Program Members Using e Wom74 cited
2019Exploring competitive hotel selection attributes among guests: An importance-performance analysis73 cited