Search results for "Customer Loyalty"

showing 3 items of 13 documents

NEW TECHNOLOGIES AND INFORMATION MANAGEMENT IN THE HOSPITALITY INDUSTRY: ANALYSIS BETWEEN UPSCALE HOTELS IN ITALY AND CROATIA

2012

Uvođenje novih tehnologija i upravljanje informacijama neprestano pružaju priliku za diferencijaciju unutar uslužnog sektora, a posebice u hotelijerstvu. Napredak informacijsko komunikacijske tehnologije (ICT) dao je pozitivan doprinos ugostiteljstvu. Oblikovanje usluga i jačanje lojalnosti klijenata uvelike ovise o dostupnosti podataka o njima. Stoga je svrha ovog istraživanja ispitati primjenu novih tehnologija i upravljanja podacima u hotelijerstvu iz perspektive menadžera i korisnika usluga. Cilj rada je utvrditi postoje li razlike u njihovoj uporabi i percepciji između visokokategoriziranih hotela u Italiji i Hrvatskoj.

informacijska i komunikacijska tehnologija (ICT); upravljanje podacima; lojalnost klijenata; visokokategorizirani hoteli; Italija; HrvatskaInformation and Communication Technology (ICT); information management; customer loyalty; upscale hotels; Italy; CroatiaActa turistica
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Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing

2014

This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.

jel:M31Attitudelcsh:Marketing. Distribution of productsHedonic ValueCustomer SatisfactionCustomer LoyaltyAttitude Hedonic Value Utilitarian Value Trust Customer Satisfaction Customer Loyalty Mediationlcsh:HF5410-5417.5Utilitarian ValueTrustMediation.Expert Journal of Marketing
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Buying Intentions Influenced by Various Determinants in Tourism

2014

Marketing has acquired a central role in tourism because it helps organizations to create value in transactions with buyers. Thus, this important area of any business process is used to educate consumers, to add value to their experience in tourism, and to seek new ways to reward loyalty through innovative schemes (e.g., programs for frequent travelers). This paper presents the examination of the responses of 154 tourists in relation to their intention to purchase a travel package and the factors that are usually decisive in the decision making process regarding tourism services, factors that could also create the loyalty that any tourism enterprise can create through marketing.

multiple linear regressionpurchase intentionjel:M31purchase intention consumer behavior determinants customer loyalty multiple linear regressionlcsh:Marketing. Distribution of productscustomer loyaltylcsh:HF5410-5417.5consumer behavior determinantsExpert Journal of Marketing
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