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首页> 外文期刊>International Journal of Services Technology and Management >The importance of customer retention: perceptions of New Zealand accommodation managers
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The importance of customer retention: perceptions of New Zealand accommodation managers

机译：留住客户的重要性：对新西兰住宿经理的看法

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摘要

Since the publication of the service profit chain, a large body of research has focused on the various links within the chain. Recently, there has been an increase in the amount of research that is being conducted about customer loyalty as an individual concept. However, customer retention and its importance within service organisations has as yet, received little in depth attention. 'Customer retention is crucial to the success of every business, yet retention is often addressed only in passing, if at all' (Zemke, 2000, p. 33). This area then, has not been adequately studied especially in relation to licensed accommodation properties in New Zealand. This paper presents preliminary findings from a mail survey sent to managers and owners of licensed accommodation properties in New Zealand to investigate their perceptions of customer retention. The sampling frame included 438 properties and 149 usable responses were received.
机译：自服务利润链发布以来，大量研究集中在链中的各个环节。最近，关于客户忠诚度作为一个单独概念的研究数量正在增加。但是，客户保留及其在服务组织中的重要性尚未受到深入关注。 “客户保留对于每个企业的成功都是至关重要的，但是保留（如果有的话）通常只能通过传承来解决”（Zemke，2000，第33页）。因此，尚未对该区域进行充分的研究，尤其是在新西兰的许可住宿物业方面。本文提供了邮件调查的初步发现，该调查已发送给新西兰持牌住宿物业的管理者和业主，以调查他们对客户保留的看法。抽样框架包括438个属性，并收到149个可用响应。

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