Customer Satisfaction in the Hotel Industry
- 1 February 1992
- journal article
- research article
- Published by SAGE Publications in Hospitality Research Journal
- Vol. 16 (1) , 51-73
- https://doi.org/10.1177/109634809201600105
Abstract
Focusing on the hotel industry, this study builds a functional definition of customer satisfaction and a practical approach to facilitate its measurement. Field research conducted in the United States and Japan support these new approaches. Contributions from the literature provide a theoretical basis for the development of a customer satisfaction model. The variables of this model were converted into a survey instrument (customer comment card) and tested at a large urban hotel.Keywords
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