In order to successfully run hotels and restaurants, there has to be a proper marketing strategy for the various segments of guests/customers. Therefore, this paper has attempted to identify different customer segments in these establishments. A survey was conducted involving 210 hotel guests...

Providing high quality services and improving customer satisfaction are broadly known as basic factors enhancing the performances of businesses in the hotel and tourism industry. Essential of knowing customer satisfaction can help hotelier to identify the vital elements influencing customers'...

Aim/purpose - The main objective of this research is to investigate the relationship between service quality and customer loyalty and the moderating effect of positive word-of-mouth on this relationship in the hospitality sector, in North Central Nigeria. Design/methodology/approach - The...