EN
Predictors of Customer Loyalty in the Malaysian Hotels’ Outsourcing Relationships
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
Details
Primary Language
English
Subjects
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Journal Section
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Publication Date
October 1, 2016
Submission Date
October 1, 2016
Acceptance Date
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Published in Issue
Year 2016 Volume: 6 Number: 8
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