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Cited by 154Customer Service Quality and LoyaltyCustomer churn and segmentationDiverse Aspects of Tourism Research

The DOI matches its Crossref record; 55 of the 55 references it cites were found in a registry or an index.

A Model of Customer Satisfaction and Retention for Hotels

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Sim, Janet, Mak, Brenda, Jones, David·2006·Journal of Quality Assurance in Hospitality & Tourism
DOI 10.1300/j162v07n03_01
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Abstract

This study was designed to assess the antecedents and consequences of customer satisfaction and retention in the hotel industry. The relationship between customer satisfaction and customer retention has been researched for many years. This study extended that research to look at the antecedent effects of customer satisfaction as well as the effect of added value and gender on customer satisfaction and customer retention, and how they relate to the intent to switch. Customer retention was operationalized in terms of loyalty and intent to switch. Customer satisfaction was operationalized in terms of hotel ambience and hospitality. A survey among hotel customers in the San Francisco Bay Area was conducted. A LISREL structural equation model with confirmatory factor analysis was developed to analyze the data. Results indicated that the latent construct customer retention was dependent on the latent construct of customer satisfaction. Added value was found to have positive effects on customer satisfaction and customer retention. Managerial implications to develop strategies to improve customer satisfaction and enhance retention of hotel customers were discussed.

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Research works printed but not linked: 8

  1. Barsky , J. and Lin , A. 2004 . Leakage concept traces customers' tracks to other hotels . Hotel and Motel Management , 219 : 8
  2. 10.1177/002224299205600205 · DOI · Paper page
  3. 10.1177/002224299005400105 · DOI · Paper page
  4. 10.2307/3172866 · DOI · Paper page
  5. 10.1177/002224299205600103 · DOI · Paper page
  6. Griffin , J. 1995 . Customer loyalty: How to earn it and how to keep it , New York : Lexington Books .
  7. Legoherel , P. Quality of tourist services: The influences of each participating component on the customer's overall satisfaction regarding tourist services during a holiday . Proceedings of the Third International Conference on Tourism and Hotel Industry in Indo-China and Southeast Asia: Development, Marketing, and Sustainability . Thailand. pp. 47 – 54 .
  8. Zeithaml , V. A. and Bitner , M. J. 2003 . Services marketing: Integrated customer focus across the firm , 3rd ed , New York : McGraw-Hill .

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Metadata

Authors
Sim, J., Mak, B., & Jones, D.
Affiliations
San Francisco State University (US)
ORCID
Jones, David
Venue
Journal of Quality Assurance in Hospitality & Tourism
Publisher
Informa UK Limited
Published
2006-12-05
Volume
7
Issue
3
Pages
1-23
ISSN
  • 1528-008X (ISSN-L)
  • 1528-0098
DOI
10.1300/j162v07n03_01
OpenAlex
W1989117321
Cited by
153
References
55
Citations by year
2026: 6 · 2025: 3 · 2024: 5 · 2023: 16 · 2022: 13 · 2021: 18 · 2020: 19 · 2019: 7 · 2018: 7 · 2017: 15 · 2016: 11 · 2015: 5 · 2014: 5 · 2013: 14 · 2012: 2
FWCI
0.64
Type
journal article
Language
en
Open access
Locations
Journal of Quality Assurance in Hospitality & Tourism (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
  • Social Sciences › Business, Management and Accounting › Tourism, Leisure and Hospitality Management › Diverse Aspects of Tourism Research
Keywords
customer satisfaction, customer retention, hotel industry, value addition, gender differences, loyalty, hospitality, antecedents of satisfaction

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