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The authors investigate the relationship between loyalty and perceived service quality of hotel customers and discus managerial implications to develop strategies to enhance loyalty of hotel customers. A survey was conducted among customers in the San Francisco Bay Area. Results indicate that customer loyalty is dependent on perceived service quality which is observed in terms of timelines, facilities, and ambience.
Mak, Brenda; Sim, Janet; and Jones, David
"Model of Service Quality: Customer Loyalty for Hotels,"
Hospitality Review: Vol. 23
, Article 9.
Available at: https://digitalcommons.fiu.edu/hospitalityreview/vol23/iss1/9