We believe that our results have managerial implications.
The most important implication is that good performance of
hotels in terms of performance variables positively translates
to customer loyalty. Thus, managers should ensure good
performance in terms of various hotel attributes – cleanliness,
quality of room, facilities, and customer service, and also
ensure that customers perceive good value for their money
while staying in the hotel. Second, a happy customer that is
ready to stay in the hotel again is generally inclined to
recommend the hotel to friends. From a mangers’
perspective, this will help bring future business. The above
highlighted practical implications of this research can help the
managers to plan the available resources effectively to win the
customers. Managerial decision making becomes simple if the
mangers are aware of impact of resource capabilities in
customer loyalty.