The Role of Relationship Marketing in the Malaysian Hospitality Industry: A literature review

سال انتشار: 1394
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 803

فایل این مقاله در 8 صفحه با فرمت PDF قابل دریافت می باشد

استخراج به نرم افزارهای پژوهشی:

لینک ثابت به این مقاله:

شناسه ملی سند علمی:

ECDC09_066

تاریخ نمایه سازی: 25 بهمن 1394

چکیده مقاله:

Booming travel and tourism trade has caused a tremendous growth in hotel industry. This industry will continue to promote country and other businesses in a good way. In such a competitive industry maintaining a delicate balance between catering and customers’ demands and needs make the industry to seek new ways to improve the quality of service as well as relationship with customers. Hence, the evaluation of customers’ perception, satisfaction and loyalty in hospitality industry has been major of attention in marketing strategies. This research aims to evaluate customer loyalty which is the result of meeting and exceeding satisfaction at in-house restaurant. In order to do that, this research takes two steps to better understand the role and influence of each variable; at first step this study examines customer satisfaction by considering the effect of relationship marketing. At second step this study investigates the association between customer satisfaction and loyalty by identifying the moderating role of switching cost in satisfaction–loyalty relationship. As such after reviewing many literatures it is supposed this study could shed light into the establishment of successful framework for in-house restaurants, by taking into consideration and understanding the areas of consumer perception, customer satisfaction and loyalty in this industry.

کلیدواژه ها:

Relationship Marketing ، Customer Satisfaction ، Customer Loyalty and Switching Cost

نویسندگان

Anahita Naderian

niversiti Teknologi Malaysia Malaysia (UTM) Faculty of Management

Rohaizat Baharun

Universiti Teknologi Malaysia Faculty of Management

Ali Akbar Hozhabri

Universiti Teknologi Faculty of Management

مراجع و منابع این مقاله:

لیست زیر مراجع و منابع استفاده شده در این مقاله را نمایش می دهد. این مراجع به صورت کاملا ماشینی و بر اساس هوش مصنوعی استخراج شده اند و لذا ممکن است دارای اشکالاتی باشند که به مرور زمان دقت استخراج این محتوا افزایش می یابد. مراجعی که مقالات مربوط به آنها در سیویلیکا نمایه شده و پیدا شده اند، به خود مقاله لینک شده اند :
  • (Heesup Han and Kisang Ryu, 2009) to assess loyalty which ...
  • satisfaction. (Lee, Lee and Feick , 2001) in their study ...
  • _ _ _ _ _ _ Hard Babbie, E.(1998).Survey Research ...
  • Back, K. (2005).The effect of image congruence on customers' brand ...
  • _ literatures _ _ _ _ _ _ _ _ ...
  • as overall satisfaction a an important advantage of the _ ...
  • _ behaviours and economic performance (Johnson _ _ _ _ ...
  • this research recomended (Sunghyup S.H., 2010) and _ _ 82(3), ...
  • _ _ _ _ _ _ _ _ Hall Farrell ...
  • _ _ _ _ _ _ (1975). Belief, attitude, _ ...
  • Garver & Mentzer (1999). J.T. Logistics research methods: Employing Jones.M.A., ...
  • Business Logistics, 20, _ 1999, pp. 33-57. ...
  • Gefen, D., Straub, D. W., and Boudreau, M.-C. (2000). Structural ...
  • _ _ _ L. (2004). _ _ _ Measuring Customer ...
  • _ _ _ _ and _ _ _ _ _ ...
  • Perceived Organizational Support & Job Satisfaction with Organizational Karimi Takalo, ...
  • _ _ _ _ _ Ladhari, Riadh; Brun, _ Isabelle, ...
  • Hauser, V. L., Shaw, M. A., and Weand, B. L. ...
  • Hauser, J. R., Simester, D. I., and Wermerfel. B., (1994). ...
  • _ _ Itfuencing factors o _ _ _ _ Service ...
  • _ _ _ _ _ TDefined, _ pp.313 - 322. ...
  • Lee, J., Lee, J., & Feick, L. (2001). The impact ...
  • Hoelter, D. R. (1983). The analysis of covariance structures: Goodness-of- ...
  • of Services Marketing, Vol. 15, No.1, pp.35-48. ...
  • _ _ _ _ _ _ _ _ _ ad ...
  • _ _ relationships that last. Harvard _ _ _ _ ...
  • SMS.(2011a). Study the effects of customer service and product quality ...
  • Moezzi, H., Nawaser, K., Shakhsian, F., Khani, D. (2012). Customer ...
  • Jahanshahi, A.A., Gasthi, MAH., Midarmadi, SA., Nawaser, K., Khaksar, relationship ...
  • Myung, Eunha, McCool, A. C. and Feinstein, A. H. (2008). ...
  • Jamal, Anastasiadou, (2009). Investigating the effects of service quality attributes ...
  • Nijssen, E, Singh, J., Sirdeshmukh, D. and Holzmieller, H. (2003). ...
  • Oliver, L.R. (1999). Whence consume loyalty. Journal of Marketing, 63 ...
  • Zhilin Yang & Robin T. Peterson, (2004). Customer perceived value, ...
  • _ _ _ _ of the _ _ _ costs. ...
  • Olorunniwo, F., Hsu, M.K. and Udo, G. (2006). Service quality, ...
  • Olsen (2007). Repurchase loyalty: The role of involvemet and satisfactio. ...
  • Olson, J.J.P. (2002). Consumer Behavior and Marketing Strategy. McGraw- Hill. ...
  • Parasuraman, A., Zeithaml, V. A, and Berry, L. L. (1985). ...
  • Parasuraman A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: A ...
  • Porter, M. E. (1998). Competitive Advantage (with a new introduction). ...
  • Pritchard, M.P, Havitz, M.E. and Howard, D.R. (1999). Analyzing the ...
  • Qin, Hong, and Prybutok, v.R. (2008). Determinants of Customere Perceived ...
  • Schiffman _ Leon G., Kanuk, Leslie, L. (2010). Consumer Behavior. ...
  • Science, Vol. 28, 150-167. ...
  • Sivadass, E. & Baker-Prewitt, J. L. (2000). An Examination of ...
  • Schumacher, R. E., & Lomax, R. G. (1996). A Beginner's ...
  • Sharma, Arun. (1997). Who Prefers Key Account Management Programs? ...
  • نمایش کامل مراجع