The Influence of Relationship Quality and Switching Costs on Customer Loyalty in the Malaysian Hotel Industry
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 t...
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| Main Authors: | , |
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| Format: | Article |
| Published: |
Elsevier
2012
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| Subjects: | |
| Online Access: | http://eprints.um.edu.my/12292/ http://www.sciencedirect.com/science/article/pii/S1877042812036154 http://dx.doi.org/10.1016/j.sbspro.2012.09.174 |
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| Institution: | Universiti Malaya |