Cornell Hotel and Restaurant Administration Quarterly · 2001 · 360 citations · 15 references
BusinessHospitality ManagementMarketingConsumer BehaviorCustomer Relationship ManagementRestaurant ManagementConsumer LoyaltyCustomer EngagementCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionRestaurant MarketingBondingEmotional BondingHospitality Customer ExperienceLoyalty DriversLoyalty Dynamics
Abstract There's a big difference between a loyal customer and a frequent one, and the shrewd operator will figure out how to earn and sustain guests' loyalty.
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