Reference no: EM132297243
Relating to loyalty, there are several similar yet distinct concepts that are related to one another. Since these concepts are abstract, several theoretical models attempt to explain the underlying structural relationship of loyalty, commitment, satisfaction, service quality, and trust. Demonstrate your understanding of these important concepts by discussing the following questions.
a) What is service quality? Discuss Nordic vs. American perspectives on service quality. Also, discuss how customer can control service quality through employee motivation.
b) What is loyalty and how is it formed? Discuss loyalty formation process for new and repeat customers by including relevant main constructs. Also, discuss when/why a customer-staff/employee relationship may or may not transform into customer loyalty toward the company.
c) What is delight and the implications that it has? Also discuss issues/concerns/suggestions for what hospitality companies should know to engage in practices of delighting customers.
d) Discuss how loyalty, service quality, and satisfaction differ but are related. Describe an overall relationship of these constructs in a comprehensive manner.