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The hotel industry is one of the earliest businesses that provide loyalty programs (LPs), the implementation of the plan is comparatively mature, but the theoretical research on it is still lacking and lagging. According to the reality of China's hotel industry, we put forward and testified the mechanism of loyalty program-through customer satisfaction, customer confidence and switching cost, LPs...
Customer orientation has been seen as a magic formula since 1980. Many companies invested a lot of money to change their IT systems in order to be more customer oriented, thus many different industries (retail, banking, airlines, insurance, hotels etc.) began with different CRM programs. Today nearly every company offers a different CRM or loyalty program. In the year of 2007, the problem is "differentiation...
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