Efficiency or inefficiency of customer satisfaction as one of the main antecedents of customer loyalty in tourism and hospitality industry

• Main Authors: Asgarpour, Rasoul, Abdul Hamid, Abu Bakar, Sulaiman, Zuraidah, Asgari, Ali
• Format: Conference or Workshop Item
• Published: 2015
• Subjects: HD28 Management. Industrial Management
• Online Access: http://eprints.utm.my/id/eprint/60691/; https://www.researchgate.net/publication/278922597_Efficiency_or_Inefficiency_of_Customer_Satisfaction_as_One_of_the_Main_Antecedents_of_Customer_Loyalty_in_Tourism_and_Hospitality_Industry

The purpose of this paper is to have an overview on customer satisfaction as one of the main antecedents of customer loyalty. This paper attempts to discuss the role of customer satisfaction so as to highlight its efficiency and inefficiency on customer loyalty. In this sense, following problem is a...