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Article

Исследование взаимосвязи удовлетворённости потребителей с их лояльностью в гостиничной индустрии

Корелина А. С., Ойнер О. К.

The article presents the results of a study of the relationship between customer satisfaction and loyalty in the hotel industry. This relationship is considered through a prism of key behavioral characteristics of clients (willingness to recommend/willingness to return). Based on this research the customer loyalty coefficient was calculated. The data collection method that was used is a survey.