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Article: Confianza y Compromiso como Variables Mediadoras en la Relacion entre Satisfaccion y Lealtad de los Clientes de los Hoteles.(INVESTIGACIÓN)
- Article from:
- Panorama Socioeconómico
- Article date:
- January 1, 2006
- Author:
CopyrightCOPYRIGHT 2006 Universidad de Talca, Chile. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Trust and Commitment as Mediating Variables in the Relationship Between Satisfaction and Hotel Guest Loyalty
ABSTRACT. Developing guest loyalty has become paramount for the hotel business, as many guests have reduced the size of their pockets, and others have increased their concerns for safety when travelling, including safety at hotels. This study aimed at explaining how hotel guests develop loyalty. Hotel guests in two different countries, Mexico and Chile, were sampled. As in previous but recent research, hotel guests considered satisfaction with the service only a starting point in their long-term relationship with the hotel and two variables, commitment and ...