The impact of camaderie on customer satisfaction and loyalty in the hotel industry

• Main Author: TAN, Huiping Josephine
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2018
• Subjects: Camaraderie; emotional satisfaction; service loyalty; hotel; Hospitality Administration and Management; Organizational Behavior and Theory
• Online Access: https://ink.library.smu.edu.sg/etd_coll/188; https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1188&context=etd_coll
• Institution: Singapore Management University

In the hotel industry, the relationship between customer satisfaction and loyalty has always been ambiguous, as a satisfied hotel guest may not necessarily be loyal. Loyalty is of greater interest to the hotel industry as it translates to more business opportunities. The primary purpose of this stud...