Section 4
Chapter 3,982

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


ISSN/ISBN: 0959-6119
DOI: 10.1108/09596110110395893
Accession: 003981340

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.

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