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

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dc.contributor.authorElebiary, Ahmed Mohamed Hassan
dc.contributor.authorLockyer, Tim
dc.date.accessioned2008-10-22T23:05:30Z
dc.date.available2008-10-22T23:05:30Z
dc.date.issued2008
dc.description.abstractIn 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.en_US
dc.identifier.citationElebiary, A. & Lockyer, T. (2008). Service & guest loyalty in the hotel industry: the impact of employee commitment on guest satisfaction. Hosteur, 17(1), 27-34.en_US
dc.identifier.issn1095-7898
dc.identifier.urihttps://hdl.handle.net/10289/1129
dc.language.isoen
dc.publisherInternational Council on Hotel, Restaurant and Institutional Education (CHRIE)en_NZ
dc.relation.isPartOfHosteuren_NZ
dc.relation.urihttp://www.chrie.org/files/public/HOSTEURSpring2008.pdfen_US
dc.rightsThis article has been published in the journal Hosteuren_US
dc.subjectserviceen_US
dc.subjectloyaltyen_US
dc.subjectguesten_US
dc.subjectpriceen_US
dc.subjectlocationen_US
dc.subjectfacilitiesen_US
dc.titleService & guest loyalty in the hotel industry: the impact of employee commitment on guest satisfactionen_US
dc.typeJournal Articleen_US
pubs.begin-page27en_NZ
pubs.elements-id32946
pubs.end-page34en_NZ
pubs.issue1en_NZ
pubs.volume17en_NZ
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