Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships
The success of a firm in an outsourcing relationship depends on the loyalty of a business customer towards its service providers. Therefore, it is crucial for service providers to focus on relationship marketing strategies to increase their customers’ loyalty. However, there is little agreement as t...
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my.uum.repo.212582017-03-02T01:32:20Z http://repo.uum.edu.my/21258/ Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships Abdul Rahman, Maria Kamarulzaman, Yusniza HF Commerce The success of a firm in an outsourcing relationship depends on the loyalty of a business customer towards its service providers. Therefore, it is crucial for service providers to focus on relationship marketing strategies to increase their customers’ loyalty. However, there is little agreement as to which relationship marketing strategies that should be used to maintain customer loyalty. This study intends to examine the relationships between relational norms, relationship quality, and customer loyalty. Data collected from 159 hotel managers were analyzed using Partial Least Squares. Results of this study revealed that relational norms and relationship quality are positively related to customer loyalty. 2016 Article PeerReviewed application/pdf en cc4_by http://repo.uum.edu.my/21258/1/IRMM%206%20S8%202016%20205%20211.pdf Abdul Rahman, Maria and Kamarulzaman, Yusniza (2016) Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships. International Review of Management and Marketing, 6 (S8). pp. 205-211. ISSN 2146-4405 http://www.econjournals.com/index.php/irmm/article/view/3933 |
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HF Commerce Abdul Rahman, Maria Kamarulzaman, Yusniza Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships |
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The success of a firm in an outsourcing relationship depends on the loyalty of a business customer towards its service providers. Therefore, it is crucial for service providers to focus on relationship marketing strategies to increase their customers’ loyalty. However, there is little agreement as to which relationship marketing strategies that should be used to maintain customer loyalty. This study intends to examine the relationships between relational norms, relationship quality, and customer loyalty. Data collected from 159 hotel managers were analyzed using Partial Least Squares. Results of this study revealed that relational norms and relationship quality are positively related to customer loyalty. |
format |
Article |
author |
Abdul Rahman, Maria Kamarulzaman, Yusniza |
author_facet |
Abdul Rahman, Maria Kamarulzaman, Yusniza |
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Abdul Rahman, Maria |
title |
Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships |
title_short |
Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships |
title_full |
Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships |
title_fullStr |
Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships |
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Predictors and customer loyalty in the Malaysian hotels' outsourcing relationships |
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predictors and customer loyalty in the malaysian hotels' outsourcing relationships |
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2016 |
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http://repo.uum.edu.my/21258/1/IRMM%206%20S8%202016%20205%20211.pdf http://repo.uum.edu.my/21258/ http://www.econjournals.com/index.php/irmm/article/view/3933 |
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