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What really brings them back? : the impact of tangible quality on affect and intention for casual dining restaurant patrons

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Guests' perceptions on factors influencing customer loyalty : an analysis for UK hotels

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Post-recovery customer relationships and customer partnerships in a restaurant setting

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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps

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What may lead you to recommend and revisit a hotel after a service failure instead of complaining?

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Transitioning loyalty programs : a commentary on "the relationship between customer loyalty and customer satisfaction"

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Customer loyalty : a review and future directions with a special focus on the hospitality industry

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Service quality perceptions and customer loyalty in casinos

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How reputation creates loyalty in the restaurant sector

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