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A study of customer care and satisfaction towards hotel service quality

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Customer satisfaction and loyalty in Malaysian resort hotels : the role of empathy, reliability and tangible dimensions of service quality

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Hotel customer retention : a study of customers' perspectives in an emerging market

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The role of cultural differences in customer retention : evidence from the high-contact service industry

Fam, Kim Shyan; Boon Liat Cheng; Cham Tat Huei; Yi, … - In: Journal of hospitality & tourism research : JHTR ; the … 47 (2023) 1, pp. 257-288

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Measuring service quality perceptions of customers in the hotel industry of Pakistan

Malik, Shahab Alam; Akhtar, Farheen; Raziq, Muhammad Mustafa - In: Total quality management & business excellence 31 (2020) 3, pp. 263-278

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The influence of green practices by non-green hotels on customer satisfaction and loyalty in hotel and tourism industry

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Insights into customer online reviews of service quality in hotels : evidence from Vietnam

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The impact of customer satisfaction, customer experience and customer loyalty on brand power : empirical evidence from hotel industry

Nobar, Hossein Bodaghi Khajeh; Rostamzadeh, Reza - In: Journal of business economics and management 19 (2018) 2, pp. 417-430

This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the … of 0.74. On the other hand, customer loyalty, with path coefficient of 0.65, is known as an influential factor. This … study helps to understand that customer satisfaction and customer expectations are positive drivers of customer loyalty …

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The associations between service quality, corporate image, customer satisfaction, and loyalty : evidence from the Malaysian hotel industry

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