Commentary on "loyalty: A strategic commitment"

Cornell Hotel and Restaurant Administration Quarterly

Volumn 44, Issue 5-6, 2003, Pages 47-52

  Shoemaker, Stowe ^a   Bowen, John ^b  

^a UNIVERSITY OF NEVADA   (United States)

^b UNIVERSITY OF HOUSTON   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0842269033     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0010-8804(03)90106-6     Document Type: Note

References (22)

1. Craig Douglas Henry Is Customer Loyalty a Pernicious Myth? Business Horizons Vol. 43 No. 4 2000 13
2. Stowe Shoemaker Robert Lewis Customer Loyalty: The Future of Hospitality Marketing Hospitality Management Vol. 18 1999 349
3. Kurt Reichheld Letters to the Editor Harvard Business Review Vol. 80 No. 11 November 2002 126
4. L. Dubé S. Shoemaker Loyalty Marketing and Brand Switching T. Swartz Handbook of Services Marketing and Management 1999 Sage Thousand Oaks, CA
5. Werner Reinhartz V. Kumar The Mismanagement of Customer Loyalty Harvard Business Review Vol. 80 No. 7 July 2002 4 12
6. Dubé and Shoemaker, op. cit .
7. Anna S. Mattila Emotional Bonding and Restaurant Loyalty Cornell Hotel and Restaurant Administration Quarterly Vol. 42 No. 6 December 2001 73 79
8. Seyhmus Baloglu Dimensions of Consumer Loyalty: Separating the Friends from the Well Wishers Cornell Hotel and Restaurant Administration Quarterly Vol. 43 No. 1 February 2002 47 59
9. L.Jean Harrison-Walker The Measurement of Wordof-Mouth Communication and an Investigation of Service Quality and Customer Commitment as Potential Antecedents Journal of Service Research Vol. 4 No. 1 2001 60 75
10. Jonathan Barsky Leonard Nash Evoking Emotion: Affective Keys to Hotel Loyalty Cornell Hotel and Restaurant Administration Quarterly Vol. 43 No. 1 February 2002 39 46
11. see also: Jonathan Bark and Leonard Nash, “Customer Satisfaction: Applying Concepts to Industry-wide Measures,” in this Cornell Quarterly .
12. Don Peppers Martha Rogers The One to One Future 1996 Doubleday New York
13. Gabriele Piccoli Lynda M. Applegate Wyndham International: Fostering High-Touch with High Tech Harvard Business School Case Study #9-803-092 2003 Harvard Business School Publishing 1 42
14. Hilton Hotels Corporation Teams Up with IBM to Launch Self-service Kiosks in Hotel Lobbies Hotel News Resource September 3, 2003 See for example:
15. See: John Bowen Shaing-Lih Chen The Relationship Between Customer Loyalty and Customer Satisfaction International Journal of Contemporary Hospitality Management Vol. 13 No. 5 2001 13 17
16. Stowe Shoemaker Make Sure You Keep Guests in the ‘Loyalty Circle’ Hotel Business Vol. 10 No. 21 2001 87
17. Stowe Shoemaker The Future of Pricing Journal of Revenue and Pricing Management Vol. 2 No. 2 2003 271 279
18. B.M. Noone S.E. Kimes L.M. Renaghan Integrating Customer Relationship Management and Revenue Management: A Hotel Perspective Journal of and Pricing Management Vol. 2 No. 1 2003 7 22
19. Werner Reinhartz V. Kumar The Mismanagement of Customer Loyalty Harvard Business Review Vol. 80 No. 7 July 2002 4 12
20. Monte Burke Funny Business Forbes Vol. 171 June 9, 2003 173
21. Mark Leon Catering to True-blue Customers Computerworld Vol. 37 No. 32 August 11, 2003 37
22. Gary Loveman Diamonds in the Data Mine Harvard Business Review Vol. 81 No. 5 May 2003 109 113