Analysis of attributes creating customer value and loyalty in hospitality industry
by Gabriela Robles, Adolfo Leyva
International Journal of Leisure and Tourism Marketing (IJLTM), Vol. 2, No. 2, 2011

Abstract: This study aims at examining the consumer attributes that play significant role towards decision making in choosing a hotel chain, as well as identifying the main attributes that build brand loyalty. The analysis of data is based on a survey conducted among potential hospitality customers to identify the critical factors involved in deriving the preference for a hotel, and developing loyalty in reference to informal information networks (word of mouth).

Online publication date: Sat, 05-Mar-2011

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