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Correlating Customer Satisfaction and Customer Loyalty:The Case of international tourists in Cretan Resort Hotels

Journal of Tourism and Hospitality Management 2020年第2期8卷 43-59页

作者： Vasiliki Avgeli Dimitris Smarianakis Marios Sotiriades MBS College of Crete CreteGreece Ningbo University NingboChina

Customer satisfaction and customer loyalty are considered as a confirmation of remarkable service provision towards the *** formation of both constructs is viewed as a vital element which leads to the reinforcement of competitive advantage for the *** academic viewpoints are available concerning the constructs of customer satisfaction and loyalty;nevertheless,most of them indicate an opposition towards their *** aim of this research was to investigate the factors that reinforce the satisfaction and loyalty levels of resort tourists and identify whether or not the two constructs are interrelated.A quantitative research methodology was applied,with the use of close-ended paper questionnaires,which were administered to international tourists staying in resort hotels in the Municipality of Hersonissos,one of the most popular tourist destinations in northern *** confirmed a positive correlation between customer satisfaction and customer *** also showed that food and beverage quality,location and price are considered as the most significant factors that enhance satisfaction levels,whereas emotional experiences,loyalty programs,customer service quality,and customer satisfaction were identified to have a significant impact on the formation of customer loyalty.

关键词： customer satisfaction customer loyalty correlations international tourists resort hotels

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The Impact of COVID-19 on international Tourism in Thailand

The Impact of COVID-19 on International Tourism in Thailand

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作者： WARUNI CHOOSRI 上海财经大学

学位级别：硕士

The spread of COVID-19 tends to increase continuously in Thailand,and international tourism is becoming increasingly crucial to Thailand's *** paper aims to analyze the effect of the COVID-19 situation on Thai international tourism with a focus on the impact of inbound tourists analysis by using time series data in six regions from 2017–*** finding in this paper shows that COVID-19 significantly affects Thai international *** most effective variables are COVID-19 cases,and Thai policy responses to COVID-19 have a significantly negative impact on the number of inbound tourists,which decreases the number of inbound tourists in Thailand.

关键词： COVID-19 pandemic international tourists Thailand econometric time series data

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