The influence of relationship quality and switching costs on customer loyalty in the Malaysian hotel industry

• 主要な著者: Abdul Rahman, Maria, Kamarulzaman, Yusniza
• フォーマット: 論文
• 言語: English
• 出版事項: Elsevier Ltd. 2012
• 主題: HD28 Management. Industrial Management
• オンライン･アクセス: http://repo.uum.edu.my/21260/1/P-SBS%2062%202012%201023%201027.pdf; http://repo.uum.edu.my/21260/; http://doi.org/10.1016/j.sbspro.2012.09.174

The intense competition among hotels in Malaysia means that there is a larger demand for service outsourcing. Hotels are now exposed to a wider choice of service providers that are willing to provide services.As a result, hotel managements are more inclined to switch to other service providers if th...