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Development of loyalty programmes in the hotel industry
Laškarin, Marina - In: Tourism and Hospitality Management 19 (2013) 1, pp. 109-123
Purpose – In the very beginning when loyalty programmes were being developed, hoteliers were mostly involved as partners of airline companies. However, once they realized the obvious numerous advantages that airlines were gaining, hoteliers began to design their own loyalty programmes. The...
Persistent link: https://www.econbiz.de/10010962297
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The Impact of Customer Perceptions and Satisfaction on E-Loyalty
VINEREAN, Simona - In: Expert Journal of Marketing 1 (2013) 1, pp. 4-16
As Internet use continues to increase, companies have to emphasize the understanding of the implications of its use on long term purchase behavior, in terms of satisfaction and loyalty. Ultimately, companies should be interested in consumer perceptions and the factors that play a role in...
Persistent link: https://www.econbiz.de/10010732515
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Service guarantees: A strategic mechanism to minimise customers' perceived risk in service organisations
Kandampully, Jay; Butler, Liam - 2001
guarantees proposed by services management theory can be effectively utilised to reduce the perceived risk of dissatisfaction for … the customer in service organisations. Additionally, it is suggested that service guarantees force management to undertake … available to service organisations by utilising the service guarantee as a strategic tool. Some of the important management …
Persistent link: https://www.econbiz.de/10009447986
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Quality and Customer Satisfaction Spillovers in the Mobile Phone Industry
Chai, Kah-Hin; Ding, Yi; Xing, Yufeng - In: Service Science 1 (2009) 2, pp. 93-106
This study investigates the possible spillover effects of customer satisfaction from product manufacturer to service provider, and vice versa. The survey results provide empirical evidence for the presence of spillover effects of quality and customer satisfactions in the mobile phone industry....
Persistent link: https://www.econbiz.de/10010990640
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Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran
Molaee, Maysam; Ansari, Reza; Teimuori, Hadi - In: International Journal of Academic Research in … 3 (2013) 3, pp. 1-9
Given the importance of customers in the banking industry, this paper examines the effects of service quality dimensions on customer satisfaction and loyalty. Therefore, in line with how service quality dimensions in a bank forms customer satisfaction and loyalty, it has been tried to identify...
Persistent link: https://www.econbiz.de/10010850222
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Antecedents and consequences of relationship quality. A case study of banking sector in Romania
TRIF, Simona-Mihaela - In: Timisoara Journal of Economics 5 (2012) 18, pp. 253-271
This study investigates the impact of service quality and communication quality on relationship quality, as well as its influence on customer loyalty. Also, this study seeks to identify those intrinsic factors that best explains the structure of relationship quality construct. The conceptual...
Persistent link: https://www.econbiz.de/10010928572
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The Social Environment And Implementation Services Marketing Mix Program Of The Cellular Telecomunication Toward Customers Preference And Requirements, And Loyalty
Sudarma, Yuyus Suryana - Departemen Manajemen dan Bisnis, Fakultas Ekonomi - 2005
Globalization has an oblique impact on people’s way of life and norms. Some companies in the telecommunications industry have indeed found it difficult to adjust to the new customer behavior patterns, especially in the matters of customer preference and requirement. Such that a noticeable gap...
Persistent link: https://www.econbiz.de/10008740695
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Service quality, image and loyalty towards Malaysian hotels
Cham, Tat-Huei; Easvaralingam, Yalini - In: International Journal of Services, Economics and Management 4 (2012) 4, pp. 267-281
The rapid growth of the hotel industry in the first decade of the 21st century forced hotel operators to critically acknowledge the importance of service improvement in order to gain competitive advantage. Therefore, identifying the factors that influence the quality of services of hotels is...
Persistent link: https://www.econbiz.de/10010668929
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An examination of the impact of product and service quality perceptions on customer loyalty in rural banks in Ghana: the importance of social networks for nascent entrepreneurs
Dadzie, Kofi; Evans, Jocelyn; Mack, Rhonda - In: Global Business and Economics Review 12 (2010) 1/2, pp. 100-114
This study focuses on a national sample of customers who used commercial bank products/services in Ghana. The results demonstrate that social and cultural influences are important determinants of marketing practices of banking institutions in Ghana. Although, societal leaders are critical of the...
Persistent link: https://www.econbiz.de/10010668984
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Customer e-loyalty to internet banking: an empirical analysis
Terzidis, Konstantinos; Papadopoulou, Eva; Kosmidis, Kosmas - In: Global Business and Economics Review 15 (2013) 2/3, pp. 148-162
by bank management to attract new customers and to satisfy the existing ones. Cornerstone of this paper is also the …
Persistent link: https://www.econbiz.de/10010669008