Effect of customer satisfaction on customer loyalty and the moderating role of customer experience in the Nigerian hotel industry
The dynamism of the hospitality industry has called for the need to have satisfied and loyal customers in order to achieve competitiveness. Therefore, this study aims to propose and validate a customer loyalty model in the hotel sector. Drawing from social exchange theory and confirmation-disconfirm...
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| Format: | Thesis |
| Language: | English English |
| Published: |
2019
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| Subjects: | |
| Online Access: | https://etd.uum.edu.my/8101/1/s901645_01.pdf https://etd.uum.edu.my/8101/2/s901645_02.pdf https://etd.uum.edu.my/8101/ |
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