Ng Th? Thanh Xu‰n Khoa KT-QTKD (original) (raw)

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Papers by Ng Th? Thanh Xu‰n Khoa KT-QTKD

Research paper thumbnail of Global Review of Research in Tourism, Hospitality and Leisure Management (GRRTHLM) A Review of Customer Loyalty Models in Hotel Services and Research Model in Vietnam Global Review of Research in Tourism, Hospitality and Leisure Management (GRRTHLM

Theoretically, meanwhile researches on the customers' loyalty of hotel services in the world are ... more Theoretically, meanwhile researches on the customers' loyalty of hotel services in the world are abundant but in the field of hotel industry in Vietnam is very little. This paper will provide a review of the models that evaluate the customers' loyalty in the hotel service in the world for proposing a model in Viet Nam. In general, through the approach and viewpoint of the researchers in different countries in this field, the author found that many factors have been shown to have a direct or indirect impact on loyalty, therefore, the determination of the factors are only relative and can vary based on space and time. The researcher has proposed a research model of factors including Perceived Quality (including both Tangible's Perception and Intangibles' Perception), Perceived Value, Brand, Customer Relationship Management, and Satisfaction that may affect to the customers loyalty in hotel services in Vietnam. ___________________________________________________________________________

Research paper thumbnail of Global Review of Research in Tourism, Hospitality and Leisure Management (GRRTHLM) A Review of Customer Loyalty Models in Hotel Services and Research Model in Vietnam Global Review of Research in Tourism, Hospitality and Leisure Management (GRRTHLM

Theoretically, meanwhile researches on the customers' loyalty of hotel services in the world are ... more Theoretically, meanwhile researches on the customers' loyalty of hotel services in the world are abundant but in the field of hotel industry in Vietnam is very little. This paper will provide a review of the models that evaluate the customers' loyalty in the hotel service in the world for proposing a model in Viet Nam. In general, through the approach and viewpoint of the researchers in different countries in this field, the author found that many factors have been shown to have a direct or indirect impact on loyalty, therefore, the determination of the factors are only relative and can vary based on space and time. The researcher has proposed a research model of factors including Perceived Quality (including both Tangible's Perception and Intangibles' Perception), Perceived Value, Brand, Customer Relationship Management, and Satisfaction that may affect to the customers loyalty in hotel services in Vietnam. ___________________________________________________________________________

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