Guest loyalty in hospitality industry
The continuous growth of competition in the hospitality sector has created the need to retain guests and prevent them from switching company due to better offer or saturation. Loyal customers are a valuable asset for catering companies, not only because of the awareness of the effects of customer lo...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Visoka turistička škola strukovnih studija, Beograd
2015-01-01
|
| Series: | Turističko Poslovanje |
| Subjects: | |
| Online Access: | http://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2015/0354-30991516005G.pdf |
| _version_ | 1818230010123649024 |
|---|---|
| author | Gagić Snježana Kalenjuk Bojana Jovičić Ana Petrović Marko |
| author_facet | Gagić Snježana Kalenjuk Bojana Jovičić Ana Petrović Marko |
| author_sort | Gagić Snježana |
| collection | DOAJ |
| description | The continuous growth of competition in the hospitality sector has created the need to retain guests and prevent them from switching company due to better offer or saturation. Loyal customers are a valuable asset for catering companies, not only because of the awareness of the effects of customer loyalty. They tend to spread word-of-mouth advertising, more tolerant to price changes, as well as they casually create a linkage to their friends, relatives, colleagues, and other probable consumers and thus enable businesses to uphold a guest's base. By recognizing loyalty guests' importance, the global hospitality industry created monetary and non-monetary rewards for loyal visitors, delayed gratification (points collection) and immediate rewards, as well as numerous other reward systems that try to keep them. To win customer loyalty, together with all benefits arising from it, caterers need to become familiar with factors, which determine guests' loyalty. The paper will show the results of research regarding the impact of the service quality and guests' satisfaction to their loyalty. Many authors have confirmed that employees' satisfaction affected customers' satisfaction, so this paper will give an answer does it influence on customers' loyalty as well. |
| first_indexed | 2024-12-12T10:27:41Z |
| format | Article |
| id | doaj.art-3f9ee896ce3547ed9570b613f4eec09b |
| institution | Directory Open Access Journal |
| issn | 0354-3099 |
| language | English |
| last_indexed | 2024-12-12T10:27:41Z |
| publishDate | 2015-01-01 |
| publisher | Visoka turistička škola strukovnih studija, Beograd |
| record_format | Article |
| series | Turističko Poslovanje |
| spelling | doaj.art-3f9ee896ce3547ed9570b613f4eec09b2022-12-22T00:27:25ZengVisoka turistička škola strukovnih studija, BeogradTurističko Poslovanje0354-30992015-01-0120151651310.5937/TurPos1516005G0354-30991516005GGuest loyalty in hospitality industryGagić Snježana0Kalenjuk Bojana1Jovičić Ana2Petrović Marko3Fakultet za turizam i hotelijerstvo, Univerzitet za poslovne studije, Banja Luka, Republika Srpska, BiHUniversity of Novi Sad, Faculty of Science - Department of Geography, Tourism and Hotel Management, Novi Sad, SerbiaSerbian Academy of Sciences and Arts - SASA, Geographical Institute "Jovan Cvijić", Belgrade, SerbiaSerbian Academy of Sciences and Arts - SASA, Geographical Institute "Jovan Cvijić", Belgrade, SerbiaThe continuous growth of competition in the hospitality sector has created the need to retain guests and prevent them from switching company due to better offer or saturation. Loyal customers are a valuable asset for catering companies, not only because of the awareness of the effects of customer loyalty. They tend to spread word-of-mouth advertising, more tolerant to price changes, as well as they casually create a linkage to their friends, relatives, colleagues, and other probable consumers and thus enable businesses to uphold a guest's base. By recognizing loyalty guests' importance, the global hospitality industry created monetary and non-monetary rewards for loyal visitors, delayed gratification (points collection) and immediate rewards, as well as numerous other reward systems that try to keep them. To win customer loyalty, together with all benefits arising from it, caterers need to become familiar with factors, which determine guests' loyalty. The paper will show the results of research regarding the impact of the service quality and guests' satisfaction to their loyalty. Many authors have confirmed that employees' satisfaction affected customers' satisfaction, so this paper will give an answer does it influence on customers' loyalty as well.http://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2015/0354-30991516005G.pdfguests' loyaltyguests' satisfactionservice qualityhospitality |
| spellingShingle | Gagić Snježana Kalenjuk Bojana Jovičić Ana Petrović Marko Guest loyalty in hospitality industry Turističko Poslovanje guests' loyalty guests' satisfaction service quality hospitality |
| title | Guest loyalty in hospitality industry |
| title_full | Guest loyalty in hospitality industry |
| title_fullStr | Guest loyalty in hospitality industry |
| title_full_unstemmed | Guest loyalty in hospitality industry |
| title_short | Guest loyalty in hospitality industry |
| title_sort | guest loyalty in hospitality industry |
| topic | guests' loyalty guests' satisfaction service quality hospitality |
| url | http://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2015/0354-30991516005G.pdf |
| work_keys_str_mv | AT gagicsnjezana guestloyaltyinhospitalityindustry AT kalenjukbojana guestloyaltyinhospitalityindustry AT jovicicana guestloyaltyinhospitalityindustry AT petrovicmarko guestloyaltyinhospitalityindustry |