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Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships

Year 2016, Volume: 6 Issue: 8, 205 - 211, 01.10.2016

Maria Abdul Rahman Yusniza Kamarulzaman

https://izlik.org/JA39DZ83GW

Abstract

The success of a firm in an outsourcing relationship depends on the loyalty of a business customer towards its service providers. Therefore, it is crucial for service providers to focus on relationship marketing strategies to increase their customers’ loyalty. However, there is little agreement as to which relationship marketing strategies that should be used to maintain customer loyalty. This study intends to examine the relationships between relational norms, relationship quality, and customer loyalty. Data collected from 159 hotel managers were analyzed using Partial Least Squares. Results of this study revealed that relational norms and relationship quality are positively related to customer loyalty.

Keywords

Customer loyalty outsourcing Partial Least Squares relational norms relationship quality

Year 2016, Volume: 6 Issue: 8, 205 - 211, 01.10.2016

Maria Abdul Rahman Yusniza Kamarulzaman

https://izlik.org/JA39DZ83GW

Abstract

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Details

Other ID JA33CP89YB
Authors

Maria Abdul Rahman This is me

Yusniza Kamarulzaman This is me

Publication Date October 1, 2016
IZ https://izlik.org/JA39DZ83GW
Published in Issue Year 2016 Volume: 6 Issue: 8

Cite

APA Rahman, M. A., & Kamarulzaman, Y. (2016). Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships. International Review of Management and Marketing, 6(8), 205-211. https://izlik.org/JA39DZ83GW
AMA 1.Rahman MA, Kamarulzaman Y. Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships. IRMM. 2016;6(8):205-211. https://izlik.org/JA39DZ83GW
Chicago Rahman, Maria Abdul, and Yusniza Kamarulzaman. 2016. “Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships”. International Review of Management and Marketing 6 (8): 205-11. https://izlik.org/JA39DZ83GW.
EndNote Rahman MA, Kamarulzaman Y (October 1, 2016) Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships. International Review of Management and Marketing 6 8 205–211.
IEEE [1]M. A. Rahman and Y. Kamarulzaman, “Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships”, IRMM, vol. 6, no. 8, pp. 205–211, Oct. 2016, [Online]. Available: https://izlik.org/JA39DZ83GW
ISNAD Rahman, Maria Abdul - Kamarulzaman, Yusniza. “Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships”. International Review of Management and Marketing 6/8 (October 1, 2016): 205-211. https://izlik.org/JA39DZ83GW.
JAMA 1.Rahman MA, Kamarulzaman Y. Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships. IRMM. 2016;6:205–211.
MLA Rahman, Maria Abdul, and Yusniza Kamarulzaman. “Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships”. International Review of Management and Marketing, vol. 6, no. 8, Oct. 2016, pp. 205-11, https://izlik.org/JA39DZ83GW.
Vancouver 1.Maria Abdul Rahman, Yusniza Kamarulzaman. Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships. IRMM [Internet]. 2016 Oct. 1;6(8):205-11. Available from: https://izlik.org/JA39DZ83GW