Author : Seyedhossein nikou#1, harihodin bin selamat #2, rasimah che mohd yusoff#3 mohsen malekalketab khiabani#4
Keyword : Corporate/hotel image, customer satisfaction, customer loyalty, hospitality industry, som approach
Subject : Business
Article Type : Review article
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Abstract : The positive association of corporate/hotel image with customer satisfaction and customer loyalty has been explored by previous scholars and supported by Self-Organizing Maps (SOM) approach introduced by (Mazanec 1995). Corporate image has been identified as an important factor in the overall evaluation of a firm and especially in hospitality industry; hotel image is believed to play an important role on a customer’s decision to use a hotel. The present article aims to review some selective studies which have been conducted on hotel image and its association with customer satisfaction and loyalty. In order to achieve purpose of this review article, authors take a range of recently published works on hotel image and its association with customer satisfaction and loyalty from 1983 to 2013. The findings provide information about each source, indicating what can be found there and how the information can help. In addition, this article fulfills an identified information/resources need and offers practical help to an individual and academic starting out a research on corporate/hotel image and its association with customer satisfaction and customer loyalty.
Article by : Mohsen Malekalketab Khiabani
Article add date : 2020-08-30
How to cite : Seyedhossein nikou#1, harihodin bin selamat #2, rasimah che mohd yusoff#3 mohsen malekalketab khiabani#4. (2020-August-30). Corporate/hotel image, customer satisfaction, and customer loyalty: a literature review (1983- 2013). retrieved from https://www.openacessjournal.com/abstract/99