{"id":"https://openalex.org/W1560134730","doi":null,"title":"The Effects of Business Image on Customer Retention in Hotels in Eldoret, Kenya","display_name":"The Effects of Business Image on Customer Retention in Hotels in Eldoret, Kenya","publication_year":2012,"publication_date":"2012-01-01","ids":{"openalex":"https://openalex.org/W1560134730","mag":"1560134730"},"language":"en","primary_location":{"id":"mag:1560134730","doi":null,"is_oa":false,"landing_page_url":"https://www.iiste.org/Journals/index.php/EJBM/article/download/3235/3285","pdf_url":null,"source":{"id":"https://openalex.org/S2764648571","display_name":"European Journal of Business and Management","issn_l":"2222-1905","issn":["2222-1905","2222-2839"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320723","host_organization_name":"IISTE","host_organization_lineage":["https://openalex.org/P4310320723"],"host_organization_lineage_names":["IISTE"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"European Journal of Business and Management","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5031887267","display_name":"Rita N. Schulz","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Rita N. Schulz","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5091795311","display_name":"Josephat N. Omweri","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Josephat N. Omweri","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.7129,"has_fulltext":false,"cited_by_count":13,"citation_normalized_percentile":{"value":0.81499757,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"4","issue":"18","first_page":"185","last_page":"193"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12738","display_name":"Corporate Identity and Reputation","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/corporate-image","display_name":"corporate image","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.996999979019165},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.8100000023841858},{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.7910000085830688},{"id":"https://openalex.org/keywords/image-management","display_name":"image management","score":0.9129999876022339},{"id":"https://openalex.org/keywords/work-roles","display_name":"job roles","score":0.5889999866485596},{"id":"https://openalex.org/keywords/technology-use","display_name":"technology use","score":0.878000020980835},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7760000228881836},{"id":"https://openalex.org/keywords/hoteliers","display_name":"hoteliers","score":0.5479999780654907},{"id":"https://openalex.org/keywords/eldoret","display_name":"Eldoret","score":0.9909999966621399}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.7815729379653931},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6597886085510254},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5882247090339661},{"id":"https://openalex.org/C49898467","wikidata":"https://www.wikidata.org/wiki/Q1517706","display_name":"Stratified sampling","level":2,"score":0.5757476091384888},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5645835995674133},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.5378913283348083},{"id":"https://openalex.org/C20353970","wikidata":"https://www.wikidata.org/wiki/Q1056998","display_name":"Simple random sample","level":3,"score":0.5167178511619568},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.511845052242279},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5086601376533508},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5000405311584473},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4640148878097534},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4422608017921448},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.43160197138786316},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4255812168121338},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.2147507667541504},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.19691383838653564},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.13399970531463623},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.11757642030715942},{"id":"https://openalex.org/C149923435","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demography","level":1,"score":0.0},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:1560134730","doi":null,"is_oa":false,"landing_page_url":"https://www.iiste.org/Journals/index.php/EJBM/article/download/3235/3285","pdf_url":null,"source":{"id":"https://openalex.org/S2764648571","display_name":"European Journal of Business and Management","issn_l":"2222-1905","issn":["2222-1905","2222-2839"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320723","host_organization_name":"IISTE","host_organization_lineage":["https://openalex.org/P4310320723"],"host_organization_lineage_names":["IISTE"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"European Journal of Business and Management","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W288850694","https://openalex.org/W1549054775","https://openalex.org/W1973849164","https://openalex.org/W1989502954","https://openalex.org/W1996743124","https://openalex.org/W2029794145","https://openalex.org/W2075578818","https://openalex.org/W2076111670","https://openalex.org/W2094519373","https://openalex.org/W2102097552","https://openalex.org/W2751998548","https://openalex.org/W2957503322"],"related_works":["https://openalex.org/W2084867463","https://openalex.org/W3036774083","https://openalex.org/W2018206938","https://openalex.org/W2900651591","https://openalex.org/W1626744251","https://openalex.org/W2883174765","https://openalex.org/W3159201252","https://openalex.org/W2988019185","https://openalex.org/W2005474476","https://openalex.org/W7220520558"],"abstract_inverted_index":{"The":[0,22,70,117],"hotel":[1],"industry":[2],"cannot":[3],"be":[4],"successful":[5],"without":[6],"having":[7],"loyal":[8],"customers.":[9],"Thus":[10],"business":[11],"image":[12,53,146],"is":[13],"an":[14],"essential":[15],"factor":[16],"to":[17,28,38,44,49,59],"help":[18],"in":[19,35,47,65,68,114,127],"retaining":[20,36,45],"customer.":[21],"purpose":[23],"of":[24,133,147],"the":[25,40,142,145,148],"study":[26,71],"was:":[27],"find":[29,50],"out":[30,51],"roles":[31],"played":[32],"by":[33,63,107,141],"employees":[34],"customers,":[37],"explore":[39],"technology":[41,134],"utilization":[42],"used":[43,91],"customer":[46,56,66],"hotels,":[48],"how":[52],"management":[54,122],"enhances":[55],"retention":[57,67,161],"and":[58,80,87,101,113,123,138],"establish":[60],"challenges":[61],"faced":[62],"hoteliers":[64],"hotels.":[69],"was":[72,96,105],"conducted":[73],"using":[74,98,108],"explanatory":[75],"design.":[76],"Simple":[77],"random":[78,82],"sampling":[79,83],"stratified":[81],"were":[84,90],"conducted.":[85],"Questionnaires":[86],"interview":[88],"schedules":[89],"for":[92],"data":[93],"collection.":[94],"Data":[95,104],"analyzed":[97],"descriptive":[99],"statistics":[100],"SPSS":[102],"software.":[103],"presented":[106],"bar":[109],"graphs,":[110],"pie":[111],"charts":[112],"frequency":[115],"tables.":[116],"findings":[118],"showed":[119],"that":[120],"top":[121],"staff":[124],"are":[125],"involved":[126],"creating":[128],"a":[129],"positive":[130],"image,":[131,157],"use":[132],"provided":[135],"quality":[136,139],"services":[137,140],"personnel":[143],"improved":[144],"establishment.":[149],"Key":[153],"words:":[154],"Business":[156],"Customer":[158,160],"loyalty,":[159]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}