Год выпуска: 2012 Автор: Ahmed Elebiary Издательство: LAP Lambert Academic Publishing Страниц: 320 ISBN: 9783659160745
Описание
This book focused on investigating the drivers of guest loyalty in the hotel industry. A model of guest loyalty drivers (GLDM) was proposed and validated. The study contributes to the present body of knowledge in hospitality management theory as it investigated the drivers of guest loyalty. Results from the survey showed that loyalty programmes have a significant impact on guest loyalty more than staff loyalty and staff interaction, but guest satisfaction and guest affective commitment had more significant impact on guest loyalty than loyalty programmes. This study suggests some implications for hotel managers to consider before introducing or developing a loyalty programme. For example, the research shows that there are some gender differences in relation to loyalty programmes. Male guests look for better service, special treatment and collecting points, while female guests look mainly for price incentives and experiencing a unique stay. These findings indicate that hotel managers...
