Best Practices in the Assessment of Hotel-guest Attitudes:

By M. Schall. 2003

116 citations recorded by the source corpus.

Subfields: Marketing, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/b22136cb0dd082729781c715d353b8caa04c0810

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Citations in the corpus

Relationships Among Image Congruence, Consumption Emotions, and Customer Loyalty in the Lodging Industry (2008, background): “Unlike in the manufactured or consumer goods industry, customer loyalty in the hospitality industry involves attitudinal and emotional commitment to a brand (Schall, 2003).”
Visual Methods (2007, methodology): “…this method are that it is fast and easy for customers to complete; the surveys are inexpensive and easy to analyze, facilitating measurement and comparison across business units; and the studies are amenable to large sample sizes (for example, see Gilbert and Horsnell 1998; Schall 2003; Su 2004).”
Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand (2017, background): “Schall (2003) asserts that customer loyalty in the hospitality industry involves attitudinal and emotional commitment to a brand and thus it should focus more on the attitudinal component (Back, 2005; Han & Back, 2008).”
An Extension of the Four-Stage Loyalty Model: The Critical Role of Positive Switching Barriers (2012, background): “Thus, hospitality operators have recently focused more on increasing their customers’ attitudinal and emotional commitment to their firm (Back, 2005; Han & Ryu, 2009; Schall, 2003).”
Customer satisfaction measurement practice in Taiwan hotels (2004, background): “Schall (2003) describes best practices for measuring guest satisfaction and loyalty.”
Service Innovation and Customer Choices in the Hospitality Industry (2005, background): “A lack of customer preference understanding leads to problems in both product and service design (Schall, 2003).”
Self-Congruity and Functional Congruity in Brand Loyalty (2015, background): “Consequently, customers’ frequent patronage does not necessarily predict loyalty (Schall, 2003).”
Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry (2014, background): “Despite the contradictory findings from these pieces of research, the findings of this study are consistent with the results in most of the previous research into the hotel industry, that is, customers who are satisfied with the services rendered by the hotel would have a high tendency to remain loy”