What do you think about the relationship between customer satisfaction and loyalty? Hotel Service Recovery and Service Quality by Liat, Mansori, Chuan, and Imrie, from Journal of Global Marketing (2017) discuss this topic in the context of the hotel service industry. In this article, the authors explore how service quality and service recovery influence customer satisfaction and customer loyalty. The authors also investigate the role of the corporate image between the relationship of customer satisfaction and customer loyalty. What are the main findings of the study? How do you think the findings can be applied to the service industry to enhance customer satisfaction and loyalty?

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