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Dynamics of Guest Loyalty

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Champlain College
Champlain College

Lots of research has demonstrated that just because a customer feels "satisfied", they won't actually be "loyal". How can this be? And what can we do about it?

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THE DYNAMICS OF GUEST LOYALTY IN THE RESTAURANT INDUSTRY A Presentation for Hospitality/Event Management Seminar September 8 th , 2010 with your host: Peter Straube!
“ Loyalty” means: ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
Benefits of Loyalty: ,[object Object],[object Object],[object Object]
Common Assumption: “SATISFACTION” = Meeting Expectations
The problem: ,[object Object],[object Object]
 
(insert loyalaslow.bmp)
(insert loyalerzberg.bmp)
(insert loyaligure2b.bmp)
(insert loyalypothes.bmp)
The concept of “Mattering” * * A term coined by Morris Rosenberg at the University of Maryland
Experimental Approach Look for the co-existence of: ,[object Object],[object Object]
Focus Group Themes: ,[object Object],[object Object],[object Object],[object Object],[object Object]
Prescriptions for Building Loyalty
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
Conclusions: ,[object Object],[object Object]
[object Object],[object Object]

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Dynamics of Guest Loyalty