haku: @author Shoemaker, S. / yhteensä: 2
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| Tekijä: | Bowen, J.T Shoemaker, S. |
| Otsikko: | Hotel management loyalty: a strategic commitment |
| Lehti: | Cornell Hotel and Restaurant Administration Quarterly
2003 : VOL. 44:5-6, p. 31-46 |
| Asiasana: | Loyalty Commitment Customers Relationship marketing Hotel and catering industry |
| Kieli: | eng |
| Tiivistelmä: | 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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