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Customer Engagement: The Key to Long-term Loyalty and Impact

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Abstract

In today’s physically separated world of hospitality, engagement and interaction between hoteliers and guests are taking new forms but are still as critical as ever. In a series of studies using data from a well-known hotel chain and a customer feedback software company, we illustrate the long-term impacts of guest engagement. The results of these studies are the first to measure the impact of guest/hotel engagement upon guest satisfaction, loyalty and booking channel selection.

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2021-02-01

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engagement; hotels; guest satisfaction; loyalty

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Attribution 4.0 International

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article

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