Gap Analysis in Customer Loyalty: A Research in 5-Star Hotels in the Antalya Region of Turkey

Gap Analysis in Customer Loyalty: A Research in 5-Star Hotels in the Antalya Region of Turkey Today everybody knows that in balance of establishment–customer relation, customers had gained big advantage. In order to continue long-term relationships with customers understanding them, meeting their expectations, being different from rivals are important. This situation is especially vital in similiar goods and services offering establishments. For gaining advantage and being unique, offering suitable goods and services, meeting even over meeting expectations and desires of customers are needed. Customer loyalty topic had changed the ways of looking of establishments to customers. Now, establishments are trying to satisfy, make loyal their customers. Loyal customers mean financial and spiritually inputs to establishments. It is generally known that especially on tourism sector there are few researches on customer loyalty. In this context, author believes that this research will have a positive input to the related literature. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality & Quantity Springer Journals

Gap Analysis in Customer Loyalty: A Research in 5-Star Hotels in the Antalya Region of Turkey

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Publisher
Kluwer Academic Publishers
Copyright
Copyright © 2006 by Springer
Subject
Social Sciences; Methodology of the Social Sciences; Social Sciences, general
ISSN
0033-5177
eISSN
1573-7845
D.O.I.
10.1007/s11135-005-5357-y
Publisher site
See Article on Publisher Site

Abstract

Today everybody knows that in balance of establishment–customer relation, customers had gained big advantage. In order to continue long-term relationships with customers understanding them, meeting their expectations, being different from rivals are important. This situation is especially vital in similiar goods and services offering establishments. For gaining advantage and being unique, offering suitable goods and services, meeting even over meeting expectations and desires of customers are needed. Customer loyalty topic had changed the ways of looking of establishments to customers. Now, establishments are trying to satisfy, make loyal their customers. Loyal customers mean financial and spiritually inputs to establishments. It is generally known that especially on tourism sector there are few researches on customer loyalty. In this context, author believes that this research will have a positive input to the related literature.

Journal

Quality & QuantitySpringer Journals

Published: Apr 13, 2005

References

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