BADANIE LOJALNOŚCI KLIENTÓW BIUR PODRÓŻY
THE RESEARCH OF THE LOYALTY OF TRAVEL AGENCIES' CONSUMERS
Author(s): Izabela Michalska-DudekSubject(s): Economy, Business Economy / Management, Micro-Economics, Tourism, Socio-Economic Research
Published by: Wydawnictwo Naukowe Uniwersytetu Szczecińskiego
Keywords: loyalty; customer relationship management; indicators; travel agencies; tourism services;
Summary/Abstract: The main objective of the paper is characteristic and comparison of indicators useful for both loyalty level measurement and customer relationship management (NPS indicator and TRI*M index), as well as to consider possibilities of their implementation at the background of tourism economy. The paper presents the results of empirical research referring to loyalty of tourist services consumers covering Polish nationwide network of travel agencies.
Journal: Marketing i Zarządzanie
- Issue Year: 2015
- Issue No: 41 (2)
- Page Range: 141-152
- Page Count: 12
- Language: Polish