Publication
A multivariate analysis of the relative impact of performance and relationship attributes on customer satisfaction
| dc.contributor.author | Teixeira, Helena | |
| dc.contributor.author | Monteiro, Carlos | |
| dc.contributor.author | Olveira, João | |
| dc.date.accessioned | 2017-02-08T15:24:37Z | |
| dc.date.available | 2017-02-08T15:24:37Z | |
| dc.date.issued | 2010 | |
| dc.description.abstract | This paper discusses an approach able to simultaneously compare the importance of performance and relationship marketing variables in building satisfaction among frequent customers. Multivariate statistical techniques are used – factor analysis and multiple regression analysis – to model the satisfaction of frequent customers of a group of hotels in the north of Portugal. The conclusion is that the relationship marketing policies are not strong determinants as regards the overall satisfaction of this kind of customers. | pt_PT |
| dc.description.version | info:eu-repo/semantics/publishedVersion | pt_PT |
| dc.identifier.isbn | 978-960-474-243-1 | |
| dc.identifier.uri | http://hdl.handle.net/10400.19/4426 | |
| dc.language.iso | eng | pt_PT |
| dc.peerreviewed | yes | pt_PT |
| dc.publisher | World Scientific and Engineering Academy and Society | pt_PT |
| dc.subject | Multivariate statistics | pt_PT |
| dc.subject | hospitality | pt_PT |
| dc.subject | relationship marketing | pt_PT |
| dc.subject | frequent customer | pt_PT |
| dc.subject | satisfaction | pt_PT |
| dc.subject | loyalty | pt_PT |
| dc.title | A multivariate analysis of the relative impact of performance and relationship attributes on customer satisfaction | pt_PT |
| dc.type | journal article | |
| dspace.entity.type | Publication | |
| oaire.citation.conferencePlace | Faro | pt_PT |
| oaire.citation.title | Advances in Mathematical and computational methods - 12th WSEAS international conference on Mathematical and computational methods in science and engineering,(MACMESE'10 ) | pt_PT |
| rcaap.rights | closedAccess | pt_PT |
| rcaap.type | article | pt_PT |