Dimensions of customer loyalty in hospitality micro-enterprises

Research output: Contribution to journalArticle

5 Citations (Scopus)

Abstract

This study aims to explore the role of customer loyalty as a managerial tool in the context of hospitality micro-enterprises (HMEs). In the absence of the concept of franchise customer loyalty becomes one of the key factors for survival. Analysis of data results in exploring the importance of customer loyalty to owner-managers, and their role in generating the antecedents of loyalty is also revealed. Encounter of owner-managers' motivations with small hospitality business characteristics appears to be influential. Motivation leads to creation of an ‘at home’ feeling and offering extra services. These directly influence customer loyalty in HMEs. A paradox has been highlighted: as a result of the same factors (host motivations and small business characteristics) customer loyalty cannot be built in its higher levels.
LanguageEnglish
Number of pages23
JournalServices Industries Journal
Early online date13 Feb 2013
DOIs
Publication statusPublished - 2013

Fingerprint

Industry
Managers
Customer loyalty
Micro-enterprises
Hospitality
Owner-managers
Factors
Paradox
Franchise
Loyalty
Small business

Keywords

  • hospitality micro-enterprises
  • customer loyalty
  • service management

Cite this

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abstract = "This study aims to explore the role of customer loyalty as a managerial tool in the context of hospitality micro-enterprises (HMEs). In the absence of the concept of franchise customer loyalty becomes one of the key factors for survival. Analysis of data results in exploring the importance of customer loyalty to owner-managers, and their role in generating the antecedents of loyalty is also revealed. Encounter of owner-managers' motivations with small hospitality business characteristics appears to be influential. Motivation leads to creation of an ‘at home’ feeling and offering extra services. These directly influence customer loyalty in HMEs. A paradox has been highlighted: as a result of the same factors (host motivations and small business characteristics) customer loyalty cannot be built in its higher levels.",
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