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The post-visit stage of customer experience in city hotels: the impact of online reviews on attitudinal loyalty
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Autores
Orientador(es)
Resumo(s)
The research aims to analyze some important aspects of customer experience in city hotels
visited for leisure purposes. The paper assesses the impact of online reviews on customers who
are already loyal to city hotels, showing differences depending on the degree of attitudinal
loyalty.
Descrição
Palavras-chave
City hotels Customer experience Customer satisfaction Expectations Electronic word-of-mouth (ewom) Loyalty Online reviews Promotional packages.