Articlebronze2015

Fidélisation et fidélité dans l’hôtellerie : une comparaison franco-slovaque

Lubica Hikkerova · Pierre-Charles Pupion · Jean‐Michel Sahut

22 citations0/0 files storedManagement & Avenir

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior in Brand Consumption and Identification

Abstract

Le développement de la concurrence dans le secteur du tourisme conduit à s’interroger sur l’impact des programmes de fidélisation des établissements hôteliers. Prenant pour variables intermédiaires l’engagement et la confiance, nous mettons en évidence les facteurs de fidélisation. Menant une étude comparative en France et en Slovaquie, nous déterminons comment et dans quelle mesure les programmes de fidélisation parviennent à agir sur la fidélité des clients.

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