PROPOSED MODEL FOR MEASURING THE IMPACT OF CUSTOMER RELATIONSHIP DRIVERS ON LOYALTY AN APPLIED STUDY ON HOSPITALITY SECTOR IN AIN SHAMS UNIVERSITY
| المصدر: | المجلة العلمية للاقتصاد والتجارة |
|---|---|
| الناشر: | جامعة عين شمس - كلية التجارة |
| المؤلف الرئيسي: | Mohamed, Mona Hamed (AUTH.) |
| المجلد/العدد: | ع4 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2013
|
| الشهر: | أكتوبر |
| الصفحات: | 193 - 209 |
| ISSN: |
2636-2562 |
| رقم MD: | 664643 |
| نوع المحتوى: | بحوث ومقالات |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| رابط المحتوى: |
عدد مرات التحميل
14
| المستخلص: |
As the competitive environment becomes more turbulent, the most important issue the sellers face is to keep loyal customers who will contribute long-term profit to organizations (Tseng, 2007). The only way to create customer loyalty is to establish a true relationship with customers, which is based not only on financial incentives, but on emotion, trust and partnership (Butscher, 2002). The growth in the services sector of the worldwide economy has been phenomenal in the last several decades, and the growth in the hospitality industry is a major contributor (Robert, D, 2009). The basic function of hospitality is to establish a relationship between those who give hospitality and those who receive it (Slattery, 2002). The establishment and maintenance of customer relationships and the achievement of customer loyalty (Gremleret al., 1999) are especially important and applicable in service industries. The establishment of a loyal customer base should, therefore, be a key objective for the hosting houses. Consequently, the retention of valuable customers requires Hospitality management to understand the underlying factors that reinforce hospitality customers’ loyalty toward a given hosting house. With the objective of fostering customer loyalty the, main concern of the hospitality sector in Ain Shams University is building long-term relationship with its customers to insure their loyalty. Therefore, this research aims to develop a proposed model for measuring the Impact of Customer Relationship Drivers on Customer Loyalty in the hospitality industry |
|---|---|
| ISSN: |
2636-2562 |
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