As the competition of hotelmarket becomes fierce and cost of developing new customer increases, developing and maintaining consumer base becomes an important strategy to succeed in hotel service market. Therefore, how to develop and keep customers’ ... As the competition of hotelmarket becomes fierce and cost of developing new customer increases, developing and maintaining consumer base becomes an important strategy to succeed in hotel service market. Therefore, how to develop and keep customers’ loyalty has gained increasing attention between academic and marketing practical area. In this context, based on a broad literature review, hotel service quality has been chosen as object of this study. The purpose of this study is to examine the formation of customer relationship and give marketers some revelations by investigating the relationship between service quality, customer satisfaction, customer surprise and customer loyalty. ，韩语论文网站，韩语论文 |
