The relationship between customer loyalty and customer satisfaction

T. Bowen, John; Chen, Shiang‐Lih

doi:10.1108/09596110110395893

Public

The relationship between customer loyalty and customer satisfaction

Published in International Journal of Contemporary Hospitality Management • Sep 1, 2001

Authors:

John T. Bowen

Shiang‐Lih Chen

Abstract

Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surv...

View

Paywalled

Subject

Customer satisfaction

Loyalty business model

Marketing

Generate AI Take for this paper

Highlights, strengths & weaknesses, commercial applications, and societal impact — written for this paper on demand.

Subject

Generate AI Take for this paper

Discussions