Impact of tacit knowledge on customer loyalty

摘要: ABSTRACTTacit knowledge about customers held by contact personnel is a priority for better satisfying customer needs and creating added value. This research project seeks to develop model analyse the impact of tacit on loyalty rural tourism lodgings. A questionnaire was applied clients lodgings who had either already consumed services at least once or were then currently consuming such services. By applying structural equation models, results demonstrate how does improve performance employees in engaging affective bonds enables understanding expectations customers. Furthermore, confirm represents resource able promote thus very strong potential source competitive advantage.