The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry
The intense competition among hotels in Malaysia means that there is a larger demand for service outsourcing. Hotels are now exposed to a wider choice of service providers that are willing to provide services.As a result, hotel managements are more inclined to switch to other service providers if th...
| Autors principals: | , |
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| Format: | Article |
| Idioma: | English |
| Publicat: |
Elsevier Ltd.
2012
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| Matèries: | |
| Accés en línia: | https://repo.uum.edu.my/id/eprint/21260/1/P-SBS%2062%202012%201023%201027.pdf |