The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
The relationship between customer loyalty and customer satisfaction
Abstract
Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564 completed surveys from hotel guests, the authors found the relationship between customer satisfaction and customer loyalty was non‐linear. The authors use the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers. The study makes use of the hotel’s database to draw samples for both focus groups and a mail survey.
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Citations
Cites
A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992) · Journal of Marketing · doi:10.2307/1252298 · Cited by 812
Cited by
Customer Loyalty in E-Commerce
Drexel University, & Gefen, D. (2002) · Journal of the Association for Information Systems · doi:10.17705/1jais.00022 · Cited by 1,062
Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece
Dimitriades, Z. S. (2006) · Management Research News · doi:10.1108/01409170610717817 · Cited by 332
Linking AI quality performance and customer engagement: The moderating effect of AI preference
Prentice, C., Weaven, S., & Wong, I. A. (2020) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2020.102629 · Cited by 303
Liu, Y., Teichert, T., Rossi, M., Li, H., & Hu, F. (2017) · Tourism Management · doi:10.1016/j.tourman.2016.08.012 · Cited by 267
Factors Influencing Customer Loyalty Toward Online Shopping
Pratminingsih, S. A., Lipuringtyas, C., & Rimenta, T. (2013) · International Journal of Trade, Economics and Finance · doi:10.7763/ijtef.2013.v4.268 · Cited by 111
Metadata
- Authors
- Bowen, J. T., & Chen, S.
- Venue
- International Journal of Contemporary Hospitality Management
- Publisher
- Emerald
- Published
- 2001-09-01
- Volume
- 13
- Issue
- 5
- Pages
- 213-217
- ISSN
- 0959-6119 (ISSN-L)
- OpenAlex
- W2094598600
- Cited by
- 1,288
- References
- 1
- FWCI
- 9.71
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: The relationship between customer loyalty and customer satisfaction. https://app.cochat.ai/papers/10.1108/09596110110395893
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- Bowen, J. T., & Chen, S. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/09596110110395893
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
