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| Author: | Skogland, I. Siguaw, J. A. |
| Title: | Are your satisfied customers loyal? |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2004 : AUG, VOL. 45:3, p. 221-234 |
| Index terms: | Tourist industry Hotel and catering industry Business travel |
| Language: | eng |
| Abstract: | This study compared guests' switching behaviour at two comparable big-city hotels. The results indicate that satisfaction has only a limited relationship with either involvement or loyalty, and that business travelers, who constitute a chief target of most loyalty programs, were inclined to switch from one hotel to another. On the other hand, the results indicate that a strong relationship exists between involvement and loyalty. |
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