Purpose: In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses this subject. The purpose of this study is to advance scholarly research on customer experience...

Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners...

Purpose – The objective of this research is to identify and present factors that are essential to support a customer‐centred business model that is theoretically sound and can be used for practical application in the hospitality industry. Design/methodology/approach – Extensive literature...

Purpose – The aim of this paper is to understand the relationships between service quality and customer satisfaction and how they impact corporate image and customer loyalty. Design/methodology/approach – Data were collected from several cities in Mauritius. The study sample included...

Purpose – This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry,...

Purpose – Since the advent of the internet, social networking sites (SNS) have grown rapidly in popularity. This paper aims to explore Generation Y's information seeking and sharing behavior with regard to information about SNS; it also investigates the impact of consumer characteristics and...

Hotels in Mauritius have faced difficult times during the 1990s because of changing customer demands and increasing competition from other tourist destinations like the Seychelles, the Pacific and Caribbean islands. The country’s hospitality and tourism sectors are trying to augment and offer...