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The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in the Hotel Industry

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References

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1992Measuring Service Quality: A Reexamination and Extension10,646 cited
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1990Zero defections: quality comes to services.5,373 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
2003The meaning and measurement of destination image.1,904 cited
2000The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda1,795 cited
1984Strategic Management and Marketing in the Service Sector1,667 cited
1989Linking service quality, customer satisfaction, and behavioral intention.935 cited
1993An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty

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893 cited

1985Service Management: Strategy and Leadership in Service Businesses.736 cited

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2017How does corporate social responsibility create customer loyalty? The role of corporate image175 cited
2013The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry158 cited
2012Relationships Among Tourist Profile, Satisfaction and Destination Loyalty: Examining Empirical Evidences in Antalya Region of Turkey151 cited
2019Examining the key dimensions of customer experience quality in the hotel industry142 cited
2003Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives140 cited
2014How can integrated marketing communications and advanced technology influence the creation of customer-based brand equity? Evidence from the hospitality industry138 cited
2017Integrating service quality as a second-order factor in a customer satisfaction and loyalty model131 cited
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2011The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty128 cited