Journal of Marketing and Sales Management

Authors:-Tinku Joy, Neetu Wilson

Abstract:-Customer loyalty is particularly important to the hotel industry, because most hotel industry segments are mature and competition is strong. Often there is little differentiation among products in the same segment. (Bowen and Shoemaker, 2003). Managing Customer loyalty through a customer relationship approach has become a significant marketing strategy given most of services which hotels offer, are intangible. It is difficult to differentiate themselves from other competitors. Because of this, hotels have been making an effort to succeed in the industry by improving service quality and the service itself in order to maximize the customers’ satisfaction and ensure guests become “loyal guestsâ€. O’Malley and Prothero (2004) have defined that the purpose of relationship marketing is to create, extend and keep the relationships with customers and other stakeholders. Because of this fact, customer loyalty as relationship marketing is significant. Barsky and Nash (2002) mentioned that the emotions a guest feels during a hotel stay are vital components of satisfaction and loyalty. However it is important to recognize the difference between customer satisfaction and customer loyalty.