Service delivery in private residence clubs: A study based on product attributes as varied by location with one brand

Hospitality & Tourism Management
International CHRIE Conference-Refereed Track
University of Massachusetts - Amherst, Year 2009

AUTHOR:
Amy Gregory
Jeannie Hahmy
Denver E. Severtz

ABSTRACT:

The luxury timeshare segment of the larger lodging industry merits further investigation due to the customer/owner relationship. This study uses a quantitative case study, and supported the relationship between satisfaction, value and loyalty. The study revealed the need for significant improvement in the resolution of service problems. The study is limited in that it studies the units of one company and thus calls for additional satisfaction and loyalty studies for this unique niche.

Key Words: satisfaction, loyalty, service delivery, case study, fractional ownership, private residence  clubs

FULL TEXT: FREE DOWNLOAD