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Shirley Barnett

Doctor of Philosophy, (Management & Enterprise)
Study Completed: 2008
Massey Business School


Thesis Title
Understanding Guest Retention: An examination of New Zealand accommodation establishments

Read article at Massey Research Online: MRO icon

Ms Barnett’s research explored guest retention in New Zealand accommodation establishments. Survey findings confirmed that owners and managers actively worked to retain their guests, and knew the value and importance of guest retention. However, an in depth case study of three establishments found that few actual retention strategies were implemented and owners and managers focused more on guest satisfaction and building relationships with customers. Based on these findings, Ms Barnett proposed an alternative to the ‘Service Profit Chain’ where guest retention was replaced by the more generic concept of ‘building customer relationships’.

Professor Andrea McIlroy
Dr James Lockhart