Business, Management and Accounting
8 years ago

Enhancing Hotel Quality Boosts Customer Satisfaction and Loyalty Levels

Services Marketing Quarterly
A New Look at the Antecedents and Consequences of Relationship Quality in the Hotel Service Environment
David L. Jones, Brenda Mak, Janet Sim

Paper Summary

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Hotels are working on improving service quality to make customers happy and loyal. A study looked at what factors affect relationship quality in hotels. They found that things like how nice the hotel is, how quickly they help you, and the value you get all impact how good the hotel is. When hotels are good, customers are more satisfied and loyal. But just because a customer is happy doesn't mean they'll keep coming back.