RT Journal Article
T1 Communication, trust, and loyalty in the hotel sector: The mediator role of consumer's complaints
A1 Palacios Florencio, Beatriz
A1 Santos-Roldan, L.
A1 Berbel Pineda, Juan Manuel
K1 Communication
K1 Loyalty
K1 Trust
K1 Hotel sector
K1 Tourism
AB The purpose of this study was to analyze how the relationship between communication with customers, loyalty, and trust are mediated by a correct handling of customers’ complaints. A survey of 629 customers of the hotel sector, and using structural equations modeling, was used. The results demonstrated that good customer communication and information when handling claims positively and significantly influences customer loyalty and trust. Loyal and trusting customers is one of the aims of companies. These are generally determined by the communication carried out by the firm. Nevertheless, it is understandable that there is a mediator variable: the firm’s handling of customers’ complaints.
PB Cognizant Communication Corporation
YR 2020
FD 2020
LK https://hdl.handle.net/10433/22339
UL https://hdl.handle.net/10433/22339
LA en
NO Tourism Analysis, 25(1), 183-187.
NO Departamento de Organización de Empresas y Marketing. Universidad Pablo de Olavide.
DS RIO
RD Apr 23, 2026