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- Ali, J. & Jusoh, A. & Qasim, A.,& Abro, M. (2021). Service Quality and Its Impact on Customer Satisfaction and Loyalty in Airline Industry: Partial Least Square (PLS)-Structural Equation Modelling (SEM) Approach. Journal of Contemporary Issues in Business & Government, 27(3), 2212–2224. https://doi.org/10.47750/cibg.2021.27.03.273
- Kachwala, T., Panchal, D., Rego, S., & Pai, P. (2020). Relationships between Service Quality, Customer Satisfaction & Customer Loyalty in Hotel Services. Journal of Hospitality Application & Research, 15(2), 47–65.
Customer satisfaction measurement
The Handbook of Customer Satisfaction and Loyalty Measurement by
Publication Date: 2017-03-02
This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey.
How to Measure Customer Satisfaction by
Publication Date: 2017-07-05
How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction
Customer Service in Business: Keeping Your Customers Close and Loyal by
Publication Date: 2020-11-01
This book takes the readers through the significance of the customers in businesses and hence the importance that customer service plays in running successful businesses. It chalks out several ways in which the businesses try to keep their customers loyal to their products or services and the methods they employ to ensure this. The businesses rely heavily on retaining their old customers, which is why the customer preferences and likings must be of utmost priority for them. The book also outlines various challenges that arise inn customer service and how one can deal with them.
The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism by
Publication Date: 2017-04-07
Part I offers an overview of consumer behaviour; Part II focuses on the service quality perspectives of consumer behaviour; Part III deliberates on customer satisfaction and consumer behaviour linkages; Part IV explores the re-patronage behaviour of consumers; Part V addresses the vital issues concerning online consumer behaviour; and Part VI elaborates upon other emerging paradigms of consumer behaviour. Although there is no dearth of empirical studies on different viewpoints of consumer behaviour, there is a scarcity of literature providing conceptual information. The present Handbook is organised to offer a comprehensive theoretical body of knowledge narrating consumer behaviour, especially for hospitality and tourism businesses and operations.
Consumer Psychology of Tourism, Hospitality and Leisure by
Publication Date: 2018-12-01
Consumer Psychology of Tourism, Hospitality and Leisure examines various aspects of consumer psychology in background of tourism, hospitality and leisure including an extensive overview of consumer attitude towards hospitality and leisure. Provides the reader with insights into the development of consumer psychology knowledge, so as to understand the behavior of consumers, their mind, motivations, arguments, backgrounds and why some places attract more tourists activities than others.
Customer Service in Tourism and Hospitality by
Publication Date: 2017-09-30
Explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.
Service marketing: A contemporary approach by
Publication Date: 2018
Service Marketing, a subset of the field of marketing, has evolved and developed a range of theories and models all focused on providing superior services offerings to today's market and it's growing expectations of service delivery. New research provides additional contemporary insights into this dynamic and developing area. This text seeks to address the current research and its managerial implications, specifically by including new case studies and integrating new research results and new perspectives on the various aspects of services