| Author: | 余露 Yu, Lu |
| Title: | 酒店业顾客关系利益与忠诚度研究 : 以杭州高星级酒店为例 Jiu dian ye gu ke guan xi li yi yu zhong cheng du yan jiu : yi Hangzhou gao xing ji jiu dian wei li |
| Other Title: | A study of customer's relational benefits and loyalty in hotel industry |
| Degree: | M.Sc. |
| Year: | 2005 |
| Subject: | Hong Kong Polytechnic University -- Dissertations Customer relations -- China -- Hangzhou -- Case studies Hotel management -- China -- Hangzhou -- Case studies |
| Department: | School of Hotel and Tourism Management |
| Pages: | ix, 59 leaves : ill., charts ; 30 cm. |
| Language: | Chinese |
| Abstract: | As competition grows and customers become ever more demanding, more and more hotels in China are using marketing strategy to reinforce customer relationships, maximize repeat business and increase profits. Though there is a growing abundance of information on relationship marketing, little empirical work has been performed on relational benefits. Therefore, the purpose of this study is to examine the relationship between customer relational benefits and loyalty. In this study, the customers of six high tariff hotels in the Hangzhou area were surveyed using self-administrated questionnaires. The final data consist of 189 respondents. This study used the Factor Analysis and Regression Analysis to analyze the data. The results of this study indicated that: (a) relational benefits (confidence benefit, social benefit and special treatment benefit) had a positive influence on customer loyalty and word of rnouth;(b) confidence benefits had a significant influence on customer loyalty and word of mouth. The findings revealed that hotels could promote customer loyalty and word of mouth through increasing costumers' relational benefits, especially confidence benefits. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b1896915x.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.23 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/5467