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Relevant bibliographies by topics / Hotels Customer loyalty Customer loyalty programs Hotels

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Academic literature on the topic 'Hotels Customer loyalty Customer loyalty programs Hotels'

Author: Grafiati

Published: 4 June 2021

Last updated: 10 February 2022

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Journal articles on the topic "Hotels Customer loyalty Customer loyalty programs Hotels"

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Ramazanov, A. A., and Sh Aldabergen. "Effectiveness of customer loyalty." Bulletin of "Turan" University, no. 1 (March 31, 2021): 136–44. http://dx.doi.org/10.46914/1562-2959-2021-1-1-136-144.

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This article examines the issues of consumer loyalty, taking into account Kazakhstan's experience in hospitality, examines the loyal programs of well-known hotels in the country, analyzes the research of several authors in the framework of the previous loyal topics. For the hospitality industry, which is currently developing in large volumes, it is important to study customer loyalty and think through the right program. When writing the article, the methods of theoretical analysis and generalization were used. The content, criteria of loyalty are examined theoretically. Sustainable consumer in

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Pimpão, Pedro, Antónia Correia, João Duque, and José Carlos Zorrinho. "Exploring effects of hotel chain loyalty program." International Journal of Culture, Tourism and Hospitality Research 8, no. 4 (2014): 375–87. http://dx.doi.org/10.1108/ijcthr-03-2014-0020.

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Purpose – The main purpose of this work is to evaluate the long-term effectiveness of a hotel’s chain loyalty program from a behavioral perspective. Design/methodology/approach – A Dirichlet model was estimated to assess purchase frequency and hotel choice within one of the biggest hotel chains in Portugal. The sample comprises hotels where a loyalty program was implemented, with a total of 176,099 reservations. Data were extracted from the customer relationship management (CRM) systems of the hotel group. Findings – The results suggest that instead of being loyal to a certain hotel, customers

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Indra, Dasril, and Ersy Ervina. "THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT COMPONENT ON GUEST LOYALTY TOWARD STARRED HOTEL IN YOGYAKARTA." International Journal of Applied Sciences in Tourism and Events 4, no. 1 (2020): 37. http://dx.doi.org/10.31940/ijaste.v4i1.1647.

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Purpose: This study aims to identify the overview of customer relationship management, analyze the level of hotel guest loyalty, and analyze the effect of customer relationship management consisting of services for the long term, individual service programs and partner relationships to the loyalty of hotel residents both simultaneously and partially. Research methods: This research was conducted in a descriptive and verification manner, while the research method used was a descriptive survey and explanatory survey methods, using samples through probability sampling techniques. Data colle

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Rosenbaum, Mark Scott, and Ipkin Anthony Wong. "Green marketing programs as strategic initiatives in hospitality." Journal of Services Marketing 29, no. 2 (2015): 81–92. http://dx.doi.org/10.1108/jsm-07-2013-0167.

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Purpose – This paper aims to investigate a guest’s subjective appraisal of a hotel’s green marketing program, or green equity, along with value, brand and relationship equities on guest loyalty. Design/methodology/approach – Study 1 presents three models to explicate the role of a luxury hotel’s green initiatives in influencing guest loyalty. By means of structural equation modeling, one model emerges with the best fit. Study 2 examines how tourists assign economic value to a hotel’s green programs. Findings – Green equity plays a significant role in customers’ overall assessment of a hotel’s

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Denizci Guillet, Basak, and Xinchen Shi. "Can revenue management be integrated with customer relationship management?" International Journal of Contemporary Hospitality Management 31, no. 2 (2019): 978–97. http://dx.doi.org/10.1108/ijchm-01-2018-0039.

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Purpose The purpose of this study is to understand how and to what extent Hong Kong hotels have integrated customer relationship management (CRM) into their revenue management (RM) practices at individual customer level. Method Semi-structured interviews were used to gather information from experienced interviewees holding hotel RM- and marketing-related executive positions. In total, 11 revenue and 9 marketing executives were interviewed in 2016-2017 over a period of 13 weeks. The data were transcribed and then Nvivo was used for data organization and analysis. Findings The hotels do not syst

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Tanford, Sarah, Stowe Shoemaker, and Alexandra Dinca. "Back to the future: progress and trends in hotel loyalty marketing." International Journal of Contemporary Hospitality Management 28, no. 9 (2016): 1937–67. http://dx.doi.org/10.1108/ijchm-05-2015-0237.

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Purpose In 1999, Shoemaker and Lewis declared customer loyalty as “the future of hospitality marketing”. This paper aims to evaluate the state of research and practice in hotel loyalty and reward programs in the subsequent 15 years to determine if the tenets set forth have occurred. The loyalty circle provides a conceptual framework within which to evaluate progress and trends in hotel loyalty marketing. Design/methodology/approach Three approaches were used: a comprehensive review of hotel loyalty and reward program literature from 2000 to 2015, a classification and analysis of program benefi

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Lo, Ada S., Holly Hyunjung Im, Yong Chen, and Hailin Qu. "Building brand relationship quality among hotel loyalty program members." International Journal of Contemporary Hospitality Management 29, no. 1 (2017): 458–88. http://dx.doi.org/10.1108/ijchm-06-2015-0283.

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Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction toward the hotel loyalty program benefits and the customer management relationship initiatives of individual hotels on the brand relationship quality (BRQ), i.e. their relationship quality with the hotel brand, and its outcomes. The moderating impact of membership level on the hypothesized relationships was also investigated. Design/methodology/approach A usable sample of 920 active members of a hotel loyalty program was obtained. Structural equation modeling with partial least squares method was use

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Kiarie, John, Gabriel Kirori, and David Wachira. "Effect of Non-Monetary Programs on Financial Performance of Selected Firms in the Service Industry in Kenya." American Journal of Finance 6, no. 1 (2021): 56–70. http://dx.doi.org/10.47672/ajf.750.

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Introduction: Non-monetary rewards are non-financial measures that a merchant or a seller realigns with customer values to attract and retain more customers. This involves providing value to customers in other ways than discount and dollars rewards. Depending on the customer’s values, and on the industry, customers may find more value in non-monetary or discounted rewards. Purpose: The overall objective of the study was to investigate the effect of non-monetary programs in the financial performance of selected firms in the service industry in Kenya. Methodology: The research design

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Kiarie, John, Gabriel Kirori, and David Wachira. "Influence of Point-Based Program on Financial Performance of Selected Firms in the Service Industry in Kenya." American Journal of Finance 6, no. 1 (2021): 42–55. http://dx.doi.org/10.47672/ajf.749.

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Introduction: Points based programs are programs offered by service industries to their customers when they make a purchase. In Points based system, frequent customers earn points, which translate into some type of reward: discount, gifts, or special customer treatment, customer purchases toward a certain amount of points to redeem their reward. Purpose: This study sought to establish the influence of point-based program on financial performance of selected firms in the service industry in Kenya. Methodology: The research design adopted descriptive method of the study. The target p

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Worimegbe, Powel Maxwell, Temitope Mariam Worimegbe, and Elizabeth Abiola-Oke. "Gamification and Customers Experience in the Hospitality Industry." Journal of Tourism and Services 11, no. 21 (2020): 71–87. http://dx.doi.org/10.29036/jots.v11i21.165.

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The application of gaming techniques and its measurement have engendered many discussions. Premised on the gamification dimensions of loyalty programs, advertising, and promotions, and creating or developing new services, this study examines the effect of the dimensions of gamification on the elements of customers' experience in the Hospitality industry. Utilising the survey research design and two-stage sampling technique, 700 customers of hotels and restaurants were sampled in the Nigerian Hospitality sector. The multivariate analysis was used in data analysis. The results reveal that gamifi

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Dissertations / Theses on the topic "Hotels Customer loyalty Customer loyalty programs Hotels"

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Gualberto, Renato Heneine. "An analysis of the impact of the Priority Club Rewards programme on the Crowne Plaza Auckland Hotel's revenue development performance a thesis is submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master of International Hospitality Management (MIHM), 2007 /." Click here to access this resource online, 2007. http://aut.researchgateway.ac.nz/handle/10292/103.

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Brophy, Keith. "Assessing the Efficacy of Guest Loyalty Programs in the Hotel Industry: A Case Study of Kimpton Hotels." ScholarWorks@UNO, 2006. http://scholarworks.uno.edu/td/317.

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Since 2004, several small hotel chains have introduced guest loyalty programs in order to give their guests "big chain perks" while keeping a boutique identity. Recent studies have raised concerns that loyalty programs do not create brand loyalty. By looking at Kimpton Hotel's recently introduced program, Kimpton InTouch, this study examines the potential for operationalizing guest loyalty programs in a small boutique hotel chain setting. The study utilizes guest information gathered through customer surveys and reviews guest visits and spending patterns to see if there is any indica

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Carev, Danijel. "Guest satisfaction and guest loyalty study for hotel industry /." Online version of thesis, 2008. http://hdl.handle.net/1850/8037.

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Osman, Hanaa. "The practice of relationship marketing in hotels." Thesis, Oxford Brookes University, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.364714.

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Riscinto-Kozub, Kristen A. O'Neill Martin. "The effects of service recovery satisfaction on customer loyalty and future behavioral intentions an exploratory study in the luxury hotel industry /." Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/SPRING/Nutrition_and_Food_Science/Dissertation/Riscinto-kozub_Kristen_19.pdf.

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Caetano, Joana Maria Pereira Lupi. "Customer segmentation on hotel loyalty programs: leveraging loyalty with data mining." Master's thesis, 2020. http://hdl.handle.net/10362/113175.

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Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence<br>Although topics of segmentation and loyalty programs are of central importance in the hospitality industry, research about alternative ways to segment loyalty program members is limited and managers tend to rely on traditional segmentation techniques. This study aims to provide a new customer segmentation solution for hotels’ loyalty programs using a data mining approach for identifying and classifying the customers int

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Caetano, Joana Maria Pereira Lupi. "Leveraging customer segmentation on hotel loyalty programs with data mining." Master's thesis, 2019. http://hdl.handle.net/10362/104412.

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This study aims to provide a new customer segmentation solution for hotels’ loyalty programs using a data mining approach forclassifying the customers into segments through clustering processes.Mainfindings suggest somehigh tier members are not as valuable as lower tier ones, there are groups of clients with distinct brand preferences, stay duration anddestination patterns which are not being correctly grouped due to tier segmentation andthatloyalty programs are not equally suitable for all brands within a hotel group, therefore additional levels of segmentation would be a

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Pimpão, Pedro Gonçalo Tenazinha. "Evaluation models of customer loyalty communication solutions for the strategy of a hotel group." Doctoral thesis, 2018. http://hdl.handle.net/10400.5/17113.

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Chien, Yu-Yi, and 簡有義. "Research on the relationship between perceived value to customer loyalty-a case study of international tourist hotels." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/n8f822.

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碩士<br>義守大學<br>管理碩博士班<br>105<br>Tourism had "locomotive effect" and "environmental effects", "personnel demand effect", "to avoid tariff barriers" and so on, so tourism is strongly contested in many countries, the competition is fierce, "international tourist hotel" for "tourism" one of the important links for projects supported by the Government. This research discussion "service quality", and "perception value", and "customer satisfaction degrees", various effect international sightseeing hotel of customer loyalty degrees of related factors, and analysis various factors on its passenger of cu

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Huang, Chao-Ying, and 黃昭穎. "A Study of Influence of Service Quality Difference among International Tourist Hotels on Customer Satisfaction and Loyalty－Taking Tourist Hotels in Southern Taiwan as Examples." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/26279913605157976997.

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碩士<br>崑山科技大學<br>企業管理研究所<br>98<br>The purpose of this study is mainly to understand the influence of the determinants of service quality for international tourist hotels on their customer satisfaction and loyalty. First, the researcher has integrated and established the conceptual framework of research in accordance with relevant literature. Next, based on the viewpoints and opinions of service quality model that proposed by these three scholars: PZB, to explore the influence of the five determinants of service quality on customer satisfaction and loyalty. In this research, the researcher has c

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Books on the topic "Hotels Customer loyalty Customer loyalty programs Hotels"

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Books, Aspatore. Inside the Minds: Construction Business Best Practices - Top Executives on Strategic Pricing, Building Customer Loyalty, and Responding to Market Fluctuation (Inside the Minds). Aspatore Books, 2006.

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Book chapters on the topic "Hotels Customer loyalty Customer loyalty programs Hotels"

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Yusof, Yusnita, Yahaya Ibrahim, and Zainudin Awang. "Awareness of Environmental Issues Among Consumers in the Malaysian Hotel Industry." In Practice, Progress, and Proficiency in Sustainability. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-2912-5.ch001.

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Global issues such as climate change, global warming and pollution have become some of the most critical issues happening around the world for quite some time. Previous research has found that the environmental issues are closely linked with human activities. Generally, the hotel industry is closely related to the environment, particularly through daily operations that can lead to these environmental issues. Beginning a few decades ago, there was an increase in environmental awareness in the hospitality industry. In this light, green hotels seem to be becoming a growing niche in the competitive lodging industry and the number of customers who are interested in staying at green hotels has also increased. Due to the lack of studies that explore the green efforts that influence customer satisfaction and customer loyalty, this study was therefore conducted to investigate the effect of environmental management practices towards customer satisfaction and customer loyalty in the Malaysian hotel industry.

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Ahmed, Abdel Moneim M. B. "Customer Relationship and Satisfaction." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-3631-6.ch002.

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This paper establishes if using a comment card provides a reliable form of feedback regarding customer satisfaction in hotels. This exploratory study was conducted at the Jumeirah Beach Hotel-Dubai, UAE. They are a convenient way for guests to complain, make suggestions and praise. Managers use this input to make quick fixes and comfort distraught guests. The trouble is that hotels depend on comment cards for more than casual guest feedback. Hotels use the results for determining employee bonuses or employee performance evaluations and depend them when making business decisions. This paper examines the comment cards as an important feedback mechanism to measure customer satisfaction and argues that it is an effective instrument to strengthen relationships. Literature suggests that comment cards are not scientific or secure. Only happy or unhappy guests participate in these surveys, which can lead to extreme or misleading results.

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Nurhaizura, H., M. Bakhtiar, and A. Azdel. "Hotel loyalty program rewards and customers intention to enroll." In Hospitality and Tourism 2015. CRC Press, 2015. http://dx.doi.org/10.1201/b19162-21.

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Dinnen, Rosalynn, and Ahmed Hassanien. "Handling Customer Complaints in the Hospitality Industry." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-3631-6.ch005.

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Drawing on associated literature and empirical research, this paper examines the engagement and expertise of hotels in handling customer complaints. This is of considerable interest to practitioners and academics within the field of hospitality management. The study explores hotel management’s attitudes and practices toward handling customer complaints within the hospitality industry in Scotland. In this paper, the authors analyze case study interviews with four and five star hotel managers in Scotland. The findings reveal that encouraging customer complaints and feedback should be seen as a way in which to develop a better relationship with and retain customers. The results also confirm the importance of having employee training in the area of customer complaints, recommending that employees handle complaints themselves. Furthermore, the study suggests that hotels must be well equipped for logging, processing and analyzing complaints. Management implications and areas for further research are also discussed.

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Nurhaizura, H., and R. Ningkan. "The attractiveness of loyalty program attributes towards customers’ intention to join hotel loyalty program membership." In Hospitality and Tourism. CRC Press, 2013. http://dx.doi.org/10.1201/b16064-56.

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Aydın, Burcu Pekduyurucu. "Customer Relations Management Applications in the Tourism Industry." In Advances in Electronic Government, Digital Divide, and Regional Development. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4639-1.ch026.

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In recent years, all information about customers can be shared with employees by customer relations management in tourism establishments, and accordingly, all customer expectations can be met. As a result, producing customer loyalty can be possible. Customer relations management applications in tourism establishments is crucial with regards to competing with other establishments. The most important factor for customers to be pleased with the tourism establishments and prefer the same establishment again is the qualities of front office employees who are directly in relation with customers because front office is the first department that customers interact with. Information about front office is provided and application circumstances of the front office are explained in this research. The population consists of managers of 4-star and 5-star hotels operating in Turkey. In this research, contributions of the front office employees in providing customer loyalty, preventing customer complaints, and customer relations applications of the establishment are examined.

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Gadekar, Sonali, and Sushil Gadekar. "A Case Study on Customer Experiential Management at High Five Hotels Pvt. Ltd, Nashik." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4357-4.ch017.

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Experiential Marketing is an extension of consumer orientation marketing. The organizations can use Experiential Marketing as one of models which has vast potential to serve as a link between improved customer satisfaction and brand loyalty. It can be described as one of the innovative ways of delivering the consumption experiences to the consumers before they buy a product or actually use the service. It works on the simple principle that the memories of experiences get preserved in the minds of prospective customers as well as repeat consumers which induces them to visit again and again for the same product or service. In this case study of High Five Hotel Pvt. Ltd., this innovative marketing strategy, known as experiential marketing, was applied by the management to establish itself in the market as a reputed brand. This case study presents various innovative promotional strategies followed in the hospitality industry. The ultimate outcome and the results after applying this ‘experiential techniques’ were excellent in terms of financial returns as well as customer satisfaction.

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Šerić, Maja, Irene Gil-Saura, and Alejandro Mollá-Descals. "The Impact of Integrated Marketing Communications on Hotel Brand Equity." In Global Branding. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9282-2.ch004.

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The Integrated Marketing Communications (IMC) approach appeared as a response to the need for more sophisticated marketing communication discipline in a confusing tourism marketing environment. This chapter examines the impact of IMC on the hotel brand equity dimensions, i.e. brand image, perceived quality, and brand loyalty. Moreover, it estimates the moderating effect of national culture on the relationships examined. The study is approached from the customer perspective and uses survey methodology to assess guests' perception of IMC and brand equity in the hotel contexts. In particular, 335 hotel guests participated in the empirical investigation while staying in high-quality hotels in Rome, Italy. The findings reveal that IMC exerts a positive impact on hotel brand equity. Furthermore, the inter-relationship exists between the three dimensions of hotel brand equity. In general, national culture does not exert a significant impact within the posited model.

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Šerić, Maja, Irene Gil-Saura, and Alejandro Mollá-Descals. "The Impact of Integrated Marketing Communications on Hotel Brand Equity." In Handbook of Research on Global Hospitality and Tourism Management. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8606-9.ch022.

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The Integrated Marketing Communications (IMC) approach appeared as a response to the need for more sophisticated marketing communication discipline in a confusing tourism marketing environment. This chapter examines the impact of IMC on the hotel brand equity dimensions, i.e. brand image, perceived quality, and brand loyalty. Moreover, it estimates the moderating effect of national culture on the relationships examined. The study is approached from the customer perspective and uses survey methodology to assess guests' perception of IMC and brand equity in the hotel contexts. In particular, 335 hotel guests participated in the empirical investigation while staying in high-quality hotels in Rome, Italy. The findings reveal that IMC exerts a positive impact on hotel brand equity. Furthermore, the inter-relationship exists between the three dimensions of hotel brand equity. In general, national culture does not exert a significant impact within the posited model.

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Vlad, Marius. "Exceeding Guest Expectations." In Educational Strategies for the Next Generation Leaders in Hotel Management. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8565-9.ch008.

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In this chapter, the researcher presents a series of scenarios of how guest expectations can be exceeded. The world of hospitality revolves around satisfying guest needs and providing quality service. As chain hotels around the world strive to offer the best service and to create brand loyalty, one wonders who is really providing quality service. It is no secret that international hotel brands try to engage their guests by anticipating their needs and providing a personalized service. By pointing out different practices used by worldwide hotel chains to ensure they exceed their guests' expectations, hospitality students can gain an understanding of what it means to create a customer for life. These examples will give them the knowledge to understand how to act in order to engage with guests. In addition, students could realize how to use empowerment efficiently for the benefit of their guests and their organization.

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Conference papers on the topic "Hotels Customer loyalty Customer loyalty programs Hotels"

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Li Hua-min and Zhang Xue-jing. "Research on the Influence of Service Guarantee Design on Customer Loyalty ¿An Empirical Study of Hotels." In 2007 International Conference on Management Science and Engineering. IEEE, 2007. http://dx.doi.org/10.1109/icmse.2007.4421980.

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Simanjuntak, Eliza, Nathalia Theodosia C., and Yustisia Kristiana. "Exploring the Impact of Service Quality on Commitment and Customer Loyalty in Jakarta's 3-Star Hotels." In International Conference on Tourism, Gastronomy, and Tourist Destination (ICTGTD 2016). Atlantis Press, 2017. http://dx.doi.org/10.2991/ictgtd-16.2017.1.

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Saputra, Rizal Aga, Gita Siswhara, and Hari Mulyadi. "The Influence of Co-creation Toward Customer Loyalty: Survey of Bumi Sangkuriang Members who Stay at Concordia Hotels." In Proceedings of the 3rd International Seminar on Tourism (ISOT 2018). Atlantis Press, 2019. http://dx.doi.org/10.2991/isot-18.2019.30.

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