Customer engagement can be used as a proxy in customer behaviour research for evaluating customer relationships towards a company and/or brand. Companies are increasingly recognizing the value of establishing close customer relationships. The objective of the research was to explore the...

As far as customers are the means of the existence of business organizations, customer relationship management is the exclusive weapon to win customers confidence and keep sustainable competitive advantage. CRM implementation in the hotel industry is an ongoing phenomenon as long as there is...

This research aims to (1) study customer characteristics of five-star hotels in Bangkok (2) study level of hotel location, service quality, perceived consumption value, customer satisfaction, and customer loyalty and (3) study the effects of hotel location, service quality, perceived consumption...

his paper introduces a methodology for activity-based modelling of customer profitability analysis (CPA) in hotels. It proposes a methodology for defining and effectively addressing cost drivers in the hotel industry. This study also combines three methods (association rule mining -ARM,...

Legal and extra-legal conceptions of loyalty often diverge, most notably in fiduciary law. Some consider this divergence problematic because they see loyalty duties as moral duties, or because they see loyalty as a moral virtue. This chapter raises doubts about a moralistic view of fiduciary...

This study is focused on significant service recovery strategies and their impact on customer loyalty in the hotel industry. Related literatures were reviewed to establish conceptual and theoretical framework for the study. Data for the study were gathered through a structured questionnaire and...

The paper examines the quality of customer service in Varna hotels. Quantitative methods are used – a survey conducted among 135 participants from 22 countries, staying at hotels in Varna. The findings reveal foreign tourists' perceptions of the services in Varna hotels. Customer evaluation of...