Imrie 2000

Customer Retention and Loyalty in the Independent Mid-Market Hotel Sector: A United Kingdom Perspective

More of a review of literature - takes idea used by Morgan and Dev in the States
looks at CONTEXT, CONTROL, and CUSTOMER
in terms of loyalty.
Context - the customer situation can change
Control - the firm variables - marketing mix - can change
Customer - demographics, background of the customer can change.
Not particularly relevant -
Find studies by Lewis and Pizam... look at how what a customer expects matches up with what the company is trying to deliver.
CONSISTANCY of PRODUCT QUALITY is a variable I can take from this study.
Bejou and Palmer - Service failure and loyalty - 1998