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Turističko poslovanje
2015, iss. 16, pp. 5-13
article language: Serbian
document type: unclassified
published on: 05/01/2016
doi: 10.5937/TurPos1516005G
Guest loyalty in hospitality industry
aUniversity of Business Studies, Faculty of Tourism and Hotel Management, Banja Luka, Republic of Srpska, B&H
bUniversity of Novi Sad, Faculty of Science, Department of Geography, Tourism and Hotel Management
cSerbian Academy of Sciences and Arts - SASA, Geographical Institute 'Jovan Cvijić', Belgrade


Geography of Serbia (MESTD - 47007)


The continuous growth of competition in the hospitality sector has created the need to retain guests and prevent them from switching company due to better offer or saturation. Loyal customers are a valuable asset for catering companies, not only because of the awareness of the effects of customer loyalty. They tend to spread word-of-mouth advertising, more tolerant to price changes, as well as they casually create a linkage to their friends, relatives, colleagues, and other probable consumers and thus enable businesses to uphold a guest's base. By recognizing loyalty guests' importance, the global hospitality industry created monetary and non-monetary rewards for loyal visitors, delayed gratification (points collection) and immediate rewards, as well as numerous other reward systems that try to keep them. To win customer loyalty, together with all benefits arising from it, caterers need to become familiar with factors, which determine guests' loyalty. The paper will show the results of research regarding the impact of the service quality and guests' satisfaction to their loyalty. Many authors have confirmed that employees' satisfaction affected customers' satisfaction, so this paper will give an answer does it influence on customers' loyalty as well.


guests' loyalty; guests' satisfaction; service quality; hospitality


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