文章基本信息

标题：The Influence of Relationship Quality and Switching Costs on Customer Loyalty in the Malaysian Hotel Industry
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作者：Maria Abdul-Rahman ; Maria Abdul-Rahman ; Yusniza Kamarulzaman 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：62
页码：1023-1027
DOI：10.1016/j.sbspro.2012.09.174
语种：English
出版社：Elsevier
摘要：AbstractThe 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 the current service providers are unsatisfactory. This paper aims to investigate the effect of relationship quality and switching costs on business customer loyalty from the customers’ perspective in the context of hotel service outsourcing. This study is important considering the economic advantages of retaining current customers as opposed to searching for new customers. Partial Least Squares was adopted as the data analysis methodology. Results of the study show that relationship quality positively and significantly influences customer loyalty. However, switching costs does not influence customer loyalty.
关键词：Outsourcing;Relationship quality;Loyalty;Hotel industry