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Customer Retention and Loyalty in the Independent Mid-Market Hotel Sector
16 references·0 citing·39 second hop
Customer Retention and Loyalty in the Independent Mid-Market Hotel Sector (2000)Customer Retention and Loyalty in the Ind…Loyalty: A strategic commitment (2003)Loyalty: A strategic commitme…Why do customers switch? The dynamics of satisfaction versus loyalty (1998)Why do customers switch? The …Service failure and loyalty: an exploratory empirical study of airline customers (1998)Service failure and loyalty: …Loyalty: A Strategic Commitment (1998)Loyalty: A Strategic Commitme…Customer loyalty strategies (1998)Customer loyalty strategiesCan loyalty schemes really build loyalty? (1998)Can loyalty schemes really bu…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Do you want to keep your customers forever? (1995)Do you want to keep your cust…Do You Want to Keep Your Customers Forever (1995)Do You Want to Keep Your Cust…Loyalty-based management. (1993)Loyalty-based management.Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model (1991)Analysing Service Quality in …Zero defections: quality comes to services. (1990)Zero defections: quality come…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…Frequent Travelers (1988)Frequent TravelersThe measurement of gaps in the quality of hotel services (1987)The measurement of gaps in th…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)The contribution of emotional satisfaction to consumer loyalty (2001)Why People Continue to Play Online Games: In Search of Critical Design Factors to Increase Customer Loyalty to Online Contents (2004)A closer look at destination: Image, personality, relationship and loyalty (2013)Coefficient Alpha and the Internal Structure of Tests (1951)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The tourism product (1994)Customer satisfaction and its measurement in hospitality enterprises (1999)Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education (2004)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Practical Issues in Structural Modeling (1987)The Commitment-Trust Theory of Relationship Marketing (1994)Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants (2009)Customer loyalty: a review and future directions with a special focus on the hospitality industry (2015)Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews (2015)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)A Brand Loyalty Model Involving Cognitive, Affective, and Conative Brand Loyalty and Customer Satisfaction (2003)Service quality and customer loyalty perspectives on two levels of retail relationships (2003)Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers (2000)Delight by Design: The Role of Hedonic Versus Utilitarian Benefits (2008)Development of a Scale to Measure Memorable Tourism Experiences (2010)Implementing a Customer Relationship Strategy: The Asymmetric Impact of Poor versus Excellent Execution (2000)Relationship marketing in consumer markets – Rhetoric or reality? (2000)Creating customer loyalty through service customization (2012)
this work references cited by second hop

References

  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1993Loyalty-based management.1,317 cited
  • 1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model661 cited
  • 1998Why do customers switch? The dynamics of satisfaction versus loyalty660 cited
  • 2003Loyalty: A strategic commitment637 cited
  • 1995Do you want to keep your customers forever?463 cited
  • 1998Loyalty: A Strategic Commitment426 cited
  • 1998Service failure and loyalty: an exploratory empirical study of airline customers265 cited
  • 1998Can loyalty schemes really build loyalty?227 cited
  • 1988Frequent Travelers226 cited
  • 1995Do You Want to Keep Your Customers Forever153 cited
  • 1998Customer loyalty strategies149 cited
  • 1987The measurement of gaps in the quality of hotel services137 cited

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