The Impact of Loyalty Programs on Customers' Decision to Choose a Luxury Hotel

Abstract

At the highest level of the hospitality industry, the clientele of luxury hotels is different from that of other hotels, and these customers have higher expectations for the services provided by the hotels. In order to retain these customers, many hotels use and continuously improve the loyalty program to help maintain their customer relationships. Through qualitative analysis, this paper will examine the impact of the loyalty program on consumer behavior at luxury hotels through qualitative analysis.