MARKETING FOR TOURISM
AND HOSPITALITY I
Relationship Marketing
and
Customer Loyalty
,Although consumers’ needs and wants
differ, gaining some positive or negative
experiences is an inevitable result of
consuming the products/ services they
purchase.
Creating memorable experience is critical to
retaining old customers and attracting new
ones.
, Customer Relationship
Customer Relationship has been considered an
important variable influencing how customers
perceive service delivery and associated
interactions.
Since customer relationship provides additional
value to service experiences, enhances a
customer’s level of perceived service quality, from a
functional perspective.
Functional quality refers to the process of core
service delivery and the interactions that take place
between a customer and service provider
AND HOSPITALITY I
Relationship Marketing
and
Customer Loyalty
,Although consumers’ needs and wants
differ, gaining some positive or negative
experiences is an inevitable result of
consuming the products/ services they
purchase.
Creating memorable experience is critical to
retaining old customers and attracting new
ones.
, Customer Relationship
Customer Relationship has been considered an
important variable influencing how customers
perceive service delivery and associated
interactions.
Since customer relationship provides additional
value to service experiences, enhances a
customer’s level of perceived service quality, from a
functional perspective.
Functional quality refers to the process of core
service delivery and the interactions that take place
between a customer and service provider
