Dynamics of Guest Loyalty

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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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“ 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]

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]

[object Object],[object Object],[object Object],[object Object]

Conclusions: ,[object Object],[object Object]

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Dynamics of Guest Loyalty

1. 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!

5. Common Assumption: “SATISFACTION” = Meeting Expectations

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12. The concept of “Mattering” * * A term coined by Morris Rosenberg at the University of Maryland

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15. Prescriptions for Building Loyalty

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