search query: @indexterm Hotel and catering industry / total: 391
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| Author: | Bowen, J.T Shoemaker, S. |
| Title: | Hotel management loyalty: a strategic commitment |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2003 : VOL. 44:5-6, p. 31-46 |
| Index terms: | Loyalty Commitment Customers Relationship marketing Hotel and catering industry |
| Language: | eng |
| Abstract: | This reprinted article examines how hotels can gain their customers loyalty concentrating on customers whose purpose of stay is primarily business. A model of service relationships is tested empirically. The results show that customer loyalty arises when hotels operation is trustworthy and reliable. |
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