The relationship between customer loyalty and customer satisfaction
Bowen, J.T.; Chen, S.L.
International Journal of Contemporary Hospitality Management 13(4/5): 213-217
This paper develops and implements a method for hotels to identify attributes that will increase consumer loyalty. Other hotels can replicate the methodology used in this study. The study makes use of a hotel's database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found that the relationship between consumer satisfaction and consumer loyalty was non-linear.