As organizations gradually recognize that enhanced customer satisfaction leads to better customer retention and profitability, the economic value of customers has been increasingly studied in various industries and individual companies in the past decade (e.g., Goodman, Ward, & Yanovsky, 1998;...

As organizations gradually recognize that enhanced customer satisfaction leads to better customer retention and profitability, the economic value of customers has been increasingly studied in various industries and individual companies in the past decade (e.g., Goodman, Ward, & Yanovsky, 1998;...

The purpose of this empirical study is to examine the corporate effects in the lodging industry from a hotel owners perspective. Linking the concepts of corporate strategy and core competence, eight corporate strategies are proposed relating to hotel property financial performance and...

This study focuses on consumer dissatisfaction responses (CDR) composed of behavioral and nonbehavioral responses that consumers exhibit following dissatisfying service experiences. The primary purpose of this study is to identify undiscovered consumer dissatisfaction responses and examine the...