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Customer Satisfaction: Applying Concepts to Industry-wide Measures

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References

2002Evoking Emotion: Affective Keys to Hotel Loyalty401 cited

Cited by

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2018A systematic review of consumer satisfaction studies in hospitality journals: conceptual development, research approaches and future prospects107 cited
2012AN EMPIRICAL STUDY TO DIAGNOSE THE OUTCOMES OF CUSTOMERS’ EXPERIENCES IN TRENDY COFFEE SHOPS92 cited
2006Hospitality service failures: Who will be more dissatisfied?91 cited
2014Invisible and Intangible, but Undeniable: Role of Ambient Conditions in Building Hotel Guests’ Loyalty61 cited
2014Change in Consumer Patronage and Willingness to Pay at Different Levels of Service Attributes in Restaurants: A Study in India61 cited
2007A New Look at the Antecedents and Consequences of Relationship Quality in the Hotel Service Environment54 cited
2013Measuring Hotel Guest Satisfaction by Using an Online Quality Management System51 cited
2019Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector49 cited

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2008The Relationships Between Brand Attitude, Customers' Satisfaction and Revisiting Intentions of the University Students–A Case Study of Coffee Chain Stores in Taiwan43 cited

2011Restaurant QSC inspections and financial performance: an empirical investigation42 cited

2012The impact of effective customer relationship management (CRM) on repurchase: A case study of (GOLDEN TULIP) hotel (ACCRA-GHANA)36 cited

2011An examination of brand loyalty in the Indonesian hotel industry36 cited