Customer Loyalty – Travel Industry
- The likelihood of my booking in this travel agency in the future is …
- The likelihood of my recommending this travel agency to friends is …
- 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)
