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...

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...