An analysis of customer loyalty in the absence of a loyalty program in the case of Four Seasons
This study attempted to investigate the customer loyalty in absence of loyalty program in the case of Four Seasons Hotel Hong Kong by
analysing both customer and hotel perspective. Different literatures have shown the consumers are being more fastidious towards loyalty
program, yet a paucity of research exists to enhance the knowledge of loyalty program in such a ubiquitous and saturated market. A
comprehensive range of literature and cases regarding to the loyalty program under the concept of Customer Relationships Management (CRM)
have been reviewed. The value of establishing a loyalty program in Four Seasons Hong Kong has been verified and a couple of features are
advocated to be included in their loyalty program.