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Relationships among customer satisfaction, delight, and loyalty in the hospitality industry

Kim, Mi Ran; Vogt, Christine; Knutson, Bonnie J. - In: Journal of hospitality & tourism research : JHTR ; the … 39 (2015) 2, pp. 170-197

Persistent link: https://www.econbiz.de/10011282980

Exploring the antecedents of hotel customer loyalty : a social identity perspective

Martínez García de Leaniz, Patricia; Rodríguez del … - In: Journal of hospitality marketing & management 24 (2015) 1/2, pp. 1-23

Persistent link: https://www.econbiz.de/10010526384

Effect of perceived service quality on customer satisfaction in hospitality industry : Gronroos’ service quality model development

Zaibaf, Mehdi; Taherikia, Fariz; Fakharian, Meysam - In: Journal of hospitality marketing & management 22 (2013) 5/6, pp. 490-504

Persistent link: https://www.econbiz.de/10010127364

Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve

Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684

Persistent link: https://www.econbiz.de/10011559797

Refining the relationship between attribute performance and customer satisfaction in the Chinese hospitality industry

Zhang, Zili; Jiang, Minghui; Li, Xiangyang - In: Total quality management & business excellence : an … 24 (2013) 12, pp. 1364-1375

Persistent link: https://www.econbiz.de/10010208033

Customers' perceptions of value in relation to hotels in Gauteng, South Africa

Ntimane, Vongani; Tichaawa, Tembi Maloney - In: Acta Universitatis Danubius / Oeconomica 13 (2017) 2, pp. 17-30

Persistent link: https://www.econbiz.de/10011960943

From satisfied to memorable : an empirical study of service and experience dimensions on guest outcomes in the hospitality industry

Sipe, Lori J.; Testa, Mark R. - In: Journal of hospitality marketing & management 27 (2018) 2, pp. 178-195

Persistent link: https://www.econbiz.de/10011848342

Role of service quality and customer satisfaction in firm's performance : evidence from Pakistan hotel industry

Shah, Syed Naseeb Ullah; Jan, Shahid; Baloch, Qadar Bakhsh - In: Pakistan journal of commerce and social sciences 12 (2018) 1, pp. 167-182

The purpose of the study is to investigate the effect of customer's satisfaction and service quality towards the hotels' performance by applying SERVQUAL model. The data was collected from the 1429 hotel customers of selected cities of Khyber Pakhtunkhwa (Peshawar, Swat, Chitral, Naran,...

Persistent link: https://www.econbiz.de/10011934091

Consequences of consumer engagement in service marketing : an empirical exploration

Rather, Raouf Ahmad - In: Journal of global marketing 32 (2019) 2, pp. 116-135

Persistent link: https://www.econbiz.de/10012201015

Relationship marketing and repurchase intention in Ghana's hospitality industry : an empirical examination of trust and commitment

Amoako, George Kofi; Kutu-Adu, Solomon G.; Caesar, … - In: Journal of relationship marketing : innovations and … 18 (2019) 2, pp. 77-107

Persistent link: https://www.econbiz.de/10012181020

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