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      Service & guest loyalty in the hotel industry: the impact of employee commitment on guest satisfaction

      Elebiary, Ahmed Mohamed Hassan; Lockyer, Tim
      Link
       www.chrie.org
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      Elebiary, A. & Lockyer, T. (2008). Service & guest loyalty in the hotel industry: the impact of employee commitment on guest satisfaction. Hosteur, 17(1), 27-34.
      Permanent Research Commons link: https://hdl.handle.net/10289/1129
      Abstract
      In today’s competitive environment, customer’s perceptions and expectations demand that service leaders distinguish themselves from their competitors not only by satisfying customers, but also by delighting them through providing service quality(Kandampully, 1997). Researchers(Kandampully, 1998; Lee, Barker, & Kandampully, 2003) have suggested that it is a two-way relationship, where service organizations aim to gain customer’s loyalty, and the customer, on the other hand, seeks an organization’s service loyalty. However, recent studies (Bowen & Chen, 2001) have indicated that there are many reasons for customer satisfaction other than service loyalty. This research used a series of focus groups to investigate the factors that the participants viewed as important for choosing an accommodation and would make them go to the same place again in the future.
      Date
      2008
      Type
      Journal Article
      Publisher
      International Council on Hotel, Restaurant and Institutional Education (CHRIE)
      Rights
      This article has been published in the journal Hosteur
      Collections
      • Management Papers [1098]
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