Customer Loyalty – Travel Industry

Customer Loyalty – Travel Industry

  1. The likelihood of my booking in this travel agency in the future is …
  2. The likelihood of my recommending this travel agency to friends is …
  3. The likelihood of my coming back to this travel agency is …

Seven-point scale: “very low” to “very high”
Title: Social Identity and the Service–Profit Chain
Author(s) & Year: Christian Homburg, Jan Wieseke, & Wayne D. Hoyer (2009)
Journal: Journal of Marketing, Vol. 73 (March 2009), 38–54

Adapated: Homburg, Christian and Annette Giering (2001)