Relacje jako element wartości dla klienta na przykładzie hoteli grupy hotelowej Orbis
Relationships as a part of value for a hotel customer on the example of the Orbis hotel group

Summary/Abstract: The article is devoted to issues related to the formation of value for hotel clients within the context of loyalty relationships. The main purpose of the article was to study the significance of relationships in the process of forming customer value. The considerations presented in the article were governed by the model of the influence of relationships on customer value. It is based on the assumption that the value provided to the customer is the decisive factor influencing customer satisfaction resulting from their contact with the enterprise. In the long-term perspective, a satisfied customer becomes a loyal client with whom the enterprise is able to build long-term relationships. These relationships, in turn, influence the assessment of the value received by the client. Moreover, a loyal client greatly appreciates the value offered by the service provider, which reinforces relationships between the two parties. This way we encounter a specific kind of feedback. On the basis of the studies, an attempt was made to show how the relations with hotel guests influenced the value perceived by the customer. The studies were conducted in three-star hotels of the Orbis Hotel Group.

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