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Forming Service Relationships with Hotel Business Travelers: The Critical Attributes to Improve Retention

16 references·16 citing·31 second hopsampled

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References

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1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1987Developing Buyer-Seller Relationships9,139 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1998

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Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

2,718 cited

1993The Nature and Determinants of Customer Expectations of Service2,665 cited

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2014Migrating to New Hotels: A Comparison of Antecedents of Business and Leisure Travelers’ Hotel Switching Intentions51 cited
2014In-Flight Service Performance and Passenger Loyalty: A Cross-National (China/Korea) Study of Travelers Using Low-Cost Carriers47 cited
2019Customer relationship management research in hospitality industry: a review and classification43 cited
2015Equity-based customer loyalty mode for the upscale hotels—Alternative models for leisure and business travels42 cited
2004Consumer Frustration in the Customer-Server Exchange: The Role of Attitudes Toward Complaining and Information Inadequacy Related to Service Failures38 cited
2017Methodological Choices in Relationship Quality (RQ) Research 1987 to 2015: A Systematic Literature Review34 cited
2017Revenue Management and Length-of-Stay-Based Room Pricing30 cited
2014The Impact of Customer Sacrifice and Attachment Styles on Perceived Hospitality30 cited
2008Antecedents and consequences of relationship quality in athletic services28 cited
2008The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel Industry27 cited
2022Understanding customer's online booking intentions using hotel big data analysis26 cited
2006The Impact of Supplier Development on Financial Performance in the Restaurant Industry22 cited