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
Open accessAbstract
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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“Beyond the core service encounter, scholars have identified additional satisfaction-relevant dimensions in the restaurant setting, including ambience, the broader hospitality extended to guests, the added value offered beyond the basic meal, the role of technology in the service journey, and the trust and commitment customers come to feel toward an establishment over repeated visits (Sim et al., 2”
From Restaurant Service Quality in Relation to Customer Satisfaction (2026) · cites this paper as Sim et al., 2006
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Cites
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Cited by
Sorted by citations
Guo, Y., Barnes, S. J., & Jia, Q. (2016) · Tourism Management · doi:10.1016/j.tourman.2016.09.009 · Cited by 1,116
Xu, X., & Li, Y. (2016) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2016.03.003 · Cited by 454
Exploring customer experience with budget hotels: Dimensionality and satisfaction
Ren, L., Zhang, H. Q., Wang, P., & Lin, P. M. C. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.09.009 · Cited by 256
Xu, X., Wang, X., Li, Y., & Haghighi, M. S. (2017) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.06.004 · Cited by 230
Hospitality quality: new directions and new challenges
Crick, A. P., & Spencer, A. (2011) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596111111129986 · Cited by 184
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
- 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
- bronze
- doi.org
- 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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